Technical Support Associate

Technical Support Associate

We are seeking a reliable and motivated Technical Support Associate with experience in offering technical assistance and troubleshooting support. This role involves working across our 24/7 Service Line and Service email, processing warranty orders, and ensuring customer satisfaction through effective problem resolution. The successful candidate will become proficient in our products and their troubleshooting processes, capable of resolving issues directly and escalating more complex cases as needed.

Responsibilities

• Provide rotational support for our 24/7 support hotline, including follow-up actions.
• Deliver best-in-class service and troubleshooting support to both internal and external customers, ensuring resolution.
• Process warranty orders promptly and manage related inquiries.
• Gain and apply thorough knowledge of our products and troubleshooting techniques to solve technical issues.
• Escalate unresolved problems to the appropriate subject matter experts.
• Document customer feedback, call and issue tracking, and correspondence for comprehensive service records.
• Strive to exceed customer satisfaction targets through dedicated and personalized service.
• Utilize CRM and ERP software tools effectively.
• Perform other duties as assigned.

Essential Skills

• Customer service and technical support experience.
• Proficiency with Excel database, data entry, and call center operations.
• Project management and field service skills.
• Excellent verbal and written communication.
• Ability to manage multiple requests and priorities.
• Problem-solving skills in a collaborative manner.
• Professionalism and responsiveness.
• Ability to function well in a high-paced and sometimes stressful environment.
• Proficiency with Microsoft Office Suite or similar software.

Additional Skills & Qualifications

• Open to on-call hours every 3 weeks, with a stipend.
• Excellent organizational skills and attention to detail.
• High energy, good-natured, pleasant, and positive attitude.
• Speed and accuracy at assigned responsibilities.
• Desire to support co-workers in a team environment.
• Mechanical acumen and comfort level with engineered products.
• Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures.
• Good math skills.
• Associate of Science degree in Business Administration, Marketing, Office Administration, or related field preferred; or at least two years' experience in a fast-paced office/sales environment.

Work Environment

Join a dynamic and rapidly growing company dedicated to providing innovative solutions to the retail, e-commerce, and distribution markets. Work in a 750,000 sq. ft. facility located in Port Clinton, Ohio, where a team of innovators is dedicated to building solutions that address evolving customer needs.

Job Type & Location

This is a Contract to Hire position based out of Port Clinton, Ohio.

Pay and Benefits

The pay range for this position is $24.00 - $24.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Port Clinton, OH.

Application Deadline

This position is anticipated to close on Oct 10, 2025.