Responsibilities:

• Respond to incoming calls and emails, delivering timely and courteous support or routing requests to the correct team member.
• Help diagnose basic hardware, software, and application concerns to support customer issue resolution.
• Coordinate scheduling efforts such as repair appointments, training sessions, and communication with Authorized Service Providers (ASPs).
• Maintain organized documentation for ASP partners, ensuring records are accurate, complete, and aligned with internal standards.
• Create, update, and manage customer quotes, pricing details, and related service paperwork.
• Manage customer cases within Salesforce, ensuring information is tracked and updated throughout the process.
• Use Microsoft Office tools (Excel, Word, Outlook, Teams, etc.) for routine communication, reporting, and documentation.
• Provide exceptional customer service with clear, professional communication.
• Work collaboratively with the Technical Support team to keep workflows moving efficiently and resolve customer needs promptly.

Requirements:

• Solid working knowledge of Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• Background in customer support, troubleshooting, or a technical service environment.
• Experience with Salesforce or similar CRM systems preferred.
• Strong verbal and written communication abilities.
• Ability to multitask, stay organized, and work well under pressure.
• Comfortable answering phone calls and assisting customers directly.
• Bilingual in English and Spanish is a plus, but not required.