Position Summary: The Technical Support Representative responds to incoming customer inquiries of a technical nature pertaining to aFe POWER products via email, chat and phone. You will provide technical assistance on product installation, and technical issues from end-users and will be responsible for escalating technical product issues per established procedures to internal departments for resolution, providing prompt follow-up with the customer to ensure a satisfactory outcome and superior customer experience.
Roles and Responsibilities (other duties may be assigned):
Troubleshoots technical product issues and questions as they come in from email, telephone or Zendesk.
Analyzes and escalates customer inquiries that require additional assessment and works with internal departments such as Sales, Shipping, and engineering product groups towards a satisfactory resolution.
Ensures follow-up and communication with customers on pending issues and resolution timelines.
Updates customer/account information in internal systems as required.
Navigates business operating system to provide stock status, order status, ETA, tracking numbers, and prices.
Assist with order entry when order volume is heavy.
Attends product training to stay informed on new product releases, and technical product information.
Maintains a clean and tidy work space and follows all safety procedures and processes.
Superior customer focus.
Advanced automotive knowledge with an enthusiast mindset and mechanical aptitude / understanding.
Excellent attention to detail and accuracy.
Clear, concise and professional verbal and written communications.
Ability to build trust and relationships.
Exceptional data entry skills with error free mindset.
Superior critical thinking skills to promptly assess, escalate and resolve issues as needed.
Comfortable in MS Office Suite environment and familiarity with business operating systems; computer literacy required.
Education and/or Experience:
High School Diploma/GED required with AA Degree and 6 months’ minimum experience in a technical support position in an automotive retail environment, or in-bound call center, or relevant combination of education and experience.
About Advanced Flow Engineering, Inc.
Since its inception in 1999, advanced FLOW engineering, inc. (aFe POWER) has grown to be the premiere manufacturer of high-performance aftermarket solutions for the automotive consumer and enthusiast market, specializing in adding horsepower and improving performance on a wide range of vehicle applications for cars and trucks – on and off-road. From aFe's initial proprietary air filter media which started it all to our current product lines that include filtration, intake and exhaust systems, drivetrain solutions, and suspension products, we channel decades of collective experience into producing the highest quality automotive performance products on the market today. aFe team members enjoy a fast-paced, high energy environment and a culture of collaboration that enables them to develop new skills, meet tough challenges and deliver superior results. In addition to competitive compensation packages, team members enjoy a full range of benefits, company events, trade shows, product discounts, aFe gear and more! Check us out at www.afepower.com!