Tech Support Representative

W2 Contract to Hire

Hybrid, Long Beach, CA 90806

$20-23.50/hr + Benefits

In Office Tuesday & Wednesday (6am-3pm).

Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm)

Key Responsibilities

• Review and take action on daily reports, providing timely status updates as needed.
• Maintain accurate technical support logs and detailed records while following established company procedures. This includes troubleshooting and resolving issues, including assisting customers over the phone.
• Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education.
• Potentially train internal associates and external stakeholders in different markets.
• Provide technical support to stakeholders across global regions.
• Manage multiple support channels for inquiries related to escalations.
• Handle escalated issues and customer complaints that require detailed troubleshooting and resolution.
• Troubleshoot complex technical issues and determine appropriate solutions.
• Provide expedited support for prioritized cases.
• Diagnose and validate technical problems or errors, identifying the proper path to resolution.
• Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department.
• Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue.
• Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays.
• Conduct daily and weekly audits to ensure documentation remains accurate and complete.
• Perform additional duties as assigned by the manager.

What You Bring

Required Qualifications:

• High school diploma or GED required
• Strong customer experience focus
• High level of attention to detail
• Background in a contact center or help desk environment
• Excellent written and verbal communication skills
• Ability to work independently or as part of a team
• Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards
• Ability to occasionally lift up to 20 lbs

Preferred Skills

• Experience working on side projects aimed at improving business operations and efficiency
• Basic to intermediate proficiency in Excel and Smartsheet
• Bilingual in Spanish

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.