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Product Technical Support

Location: Garland, TX

Post Date: 09/17/2019

Product Technical Support (Shower Doors and Bathroom Fixtures)

The Product Technical Support Specialist provides support to end consumers, retailers and retailer representatives for products distributed by Aston. The specialist will assume ownership and provide resolution to an individual task taken on by phone call, email, portal communication or walk-in. The specialist will work through the individual cases until it has been solved, closed or reassigned in a timely manner. Each task will be identified as specifications needed, parts requested, warranty claims, resolutions and escalations. If a task cannot be immediately answered or identified, the specialist must consult with colleagues to resolve. Tasks can include, but not limited to, phone calls, emails, portal communications, order processing, part identification, part packaging, part shipping, assisting with returns and general help where needed.

  • Answer phone calls that fall within technical support, parts, warranty and installation

  • Monitor email box for requests that require support attention

  • Review and answer questions from customers on retailer websites

  • Process orders for all parts needed for customer needs

  • Determine warranty claims and/or purchased parts

  • Escalate issues to manager when needed for resolution

Qualifications:

  • General knowledge of basic installation and tool use (measuring, knowledge of tools, etc.)

  • Interpersonal and communication skills

  • Good problem solving tactics and identifying alternative solutions

  • Self-motivated and organized

  • Proficient in Microsoft Office Suite


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