• Power Probe Group, Inc.
  • Charlotte, NC 28216, USA
  • May 17, 2024
Full time Customer Service Technical Support

Job Description

Power Probe Group, Inc. is expanding our Americas Regional headquarters in Charlotte, North Carolina. Please check out our newest Charlotte opportunity for an Automotive REPAIR Technical Support Specialist. If you have automotive repair experience, good customer service, and bilingual English/Spanish communication skills, we would love to talk to you!

What you will do for us: The Warranty and After-Sales and Technical Support Specialist is an individual contributor responsible for providing exceptional customer service and technical support to customers through channels of communication such as phone, emails, texting, and social media, ensuring customer satisfaction, answering customer’s questions about our products and usage of our tools, and resolving order processing issues promptly. This is the primary point of contact for technical support, warranty, and non-warranty claims process for our customers in North America, Mexico, and South America.


· Answers phone calls for the Charlotte Customer Support Department, including call transferring and responding to voicemails.

· Provide exceptional customer service and technical support to customers through communication channels such as phone, email, texting, and social media, ensuring customer satisfaction.

· Builds sustainable relationships and trust with customers and provides information about the RMA (Return Merchant Authorization) process, products, services, bill status, payments, and technical support.

· Able to provide accurate instructions over the phone and teach how to use our products to professionals and “Do it yourself” users.

· Enters purchase orders in SAP; verifies customer orders and order changes; ensures fulfillment and product delivery (DN creation in SAP).

· Resolves customer order issues like invoicing, credit memos, returns, repairs, and warranties.

· Works backlog reports and coordinates to expedite orders as needed.

· Maintains current and accurate customer records and updates account information as needed.

· Monitor and update open claims daily.

· Prepare PDF documents for scanning, uploading, and downloading.

· Study our line of products to understand uses, benefits, and troubleshooting.

· Performs other related duties as assigned.

Supervisory Responsibilities:

· None.

Required Skills/Abilities:

· Excellent oral communication skills, including active listening.

· Service-oriented and able to resolve customer complaints.

· Excellent written communication skills to respond to customer emails and texts professionally that reflects positively on the company.

· Strong analytical and problem-solving skills.

· Demonstrate the ability to analyze warranty claims and look for missing information or documentation to support the claim.

· Ability to work closely with department managers and other departments to collaborate to process claims. Maintain a positive team approach to work.

· Proficient use of computer applications, including MS Office products and Web-based applications and portals.

· Highly organized and detail-oriented with a high level of accuracy.

· Able to work independently with minimal supervision and have superior time management skills.

· SAP knowledge in the Sales process/ Order management is a plus.

· Must consistently report to work on time, work well with other employees to accomplish a common goal, and maintain a safe work environment.

· Ability to communicate and have a customer-centered orientation able to build the brand experience by providing Ultimate Tech Support.

Education and Experience:

· High school diploma or GED required.

· 1 - 2 years of customer service and data entry-related work experience required.

· 3-5 years of experience with electrical measuring tools in the automotive industry (Mechanic is a plus).

· Proficient in Microsoft Office Suite, including Excel, Outlook, and Teams.

· Experience with SAP is a plus (entering and processing sales orders)

· Bilingual required (English/Spanish).

Physical Requirements:

· Prolonged periods sitting at a desk, working on a computer, talking on the phone.

· Must be able to lift up to 15 pounds at a time.

· This role is based in Charlotte, NC, and requires daily office visits. It is not a remote position.

Job Details:

· Hours are 8:30 am to 5:30 pm Monday through Friday, with some flexibility on scheduling.

Benefits Offered

· Twelve (12) Paid Holidays + Birthday Holiday

· Generous PTO program

· Group medical, dental, and vision plans, Health Savings Account, and/or Health Care Flex Spending Account (based on which medical plan you choose)

· Company-paid group life insurance and AD&D plan

· Voluntary group life insurance and AD&D plan

· Voluntary short and long-term disability plans

· Voluntary Critical Illness and Accident plans

· 401(k) retirement savings plan with Company matching contributions

Local candidates preferred – Relocation assistance is not available for this role

Visa sponsorship is not available for this role

Equal Opportunity Employer

Pay: starting at $25.00 per hour and up depending upon experience