Product Support Technician

About the position

Wavetronix is seeking a skilled and motivated individual to join our support team as a Product Support Technician. A successful candidate will be responsible for providing technical support and assistance to our customers while maintaining strong relationships with them. The Product Support Technician will play a crucial role in ensuring customer satisfaction and promoting the effective use of our products. Note: This role will be open in our Springville, UT, Nashville, TN, and Oviedo, FL location. Any location will be required to work onsite M-F 5am-2pm MT/6am-3pm CT/7am-4pm ET.

Responsibilities

• Provide world-class support for Wavetronix products on the phone, via email, and in person.
• Document and track all customer interactions in CRM, including cases, activities, and communication.
• Track and update RMAs providing reports/updates to customers and internal teams.
• Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
• Master installation, configuration, and troubleshooting of Wavetronix products.
• Provide support for on-site installation/configuration of products and diagnose technical errors or problems, either over the phone, via email, or in person.
• Document processes, produce detailed trip reports, and maintain CRM knowledge base.
• Collaborate with the team, share information across the organization, and ensure final resolutions for support issues.
• Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary.
• Provide technical training on products to customers, both in the field and in-office.
• Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations.
• Build positive relationships with customers and provide excellent customer support.
• Vet customers for access to the Wavetronix customer portal, assign access levels, and update accurate information in CRM.
• Maintain an expert-level understanding of Dynamics 365 Customer Service.
• Possess strong written and verbal communication skills.
• Collaborate actively in a team-oriented environment to accomplish shared goals and support cross-functional initiatives.
• Communicate proactively and professionally with team members and managers to ensure alignment, share updates, and resolve issues.
• Participate in ongoing training and development opportunities to enhance personal growth, improve job-related skills, and contribute to team success.
• Perform other duties, tasks, and responsibilities, including as listed in GlassFrog, and support other teams as assigned, which may fall outside the essential duties and responsibilities.

Requirements

• Previous experience in a similar technical support role.
• Strong technical background with a technical degree or certifications.
• IMSA Signal Technician Level I or Level II (Field) a plus but not required.
• Excellent problem-solving and troubleshooting skills.
• Proficiency in using CRM systems, preferably Dynamics 365 Customer Service.
• Knowledge of networking concepts.
• Exceptional written and verbal communication skills.
• Ability to work independently and within a team.
• Willingness to travel to multiple locations as required.
• Self-motivated and driven to achieve customer satisfaction.
• Strong organizational and time management skills.

Benefits

• Ongoing training and development opportunities.
• Opportunity to work in a team-oriented environment.
• Ability to contribute to team success.