THIS IS AN IN-OFFICE POSITION IN CHEYENNE, WY The Technical Support Representative is responsible for owning and promoting the Magpul customer experience. This role provides technical support and product support to customers and the organization. Technical issues will be reported as necessary within the organization to assist with product development and improvement. Calls will be escalated as needed internally with follow-through to resolution. The ultimate goal of this role is to provide a best-in-industry customer experience.
Essential Duties and Responsibilities:
Performs research on technical issues as reported by customers. Troubleshoot, research, and resolve technical issues for customers and employees via email, phone, or website submission. Receives and manages customer complaints and resolution process. Answers basic questions from customers on how a product operates and escalates to manager as necessary. Explain complex ideas and concepts in a clear, respectful, and simple manner. Provides back-up support to other group members in the performance of job duties as required. Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer. Receives, processes, and verifies the accuracy of orders from customers utilizing the company’s ERP system and customer purchase orders. Maintains and updates accurate records within the Magpul Customer Relationship Management (“CRM”) system. Complete computer transactions necessary for proper customer transactions within the Magpul ERP system. Communicates with customers via telephone, fax and/or email. Computes price, discount and shipping charges as required. Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. Initiates required actions for the return of product in appropriate circumstances. Confers with production, shipping and warehouse to expedite or trace missing or delayed shipments. Provides timely and accurate information to incoming customer order status questions. Provides timely feedback to Magpul management regarding service failures or customer concerns. Responsible for actively ensuring the retention of the company’s customer base which includes promoting the organization to existing customers. Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area. Continually updates knowledge on new and existing product lines. Understand sales process and up sells where appropriate. Work overtime as required by workload of department. Must be able to sit for long periods of time working on a computer and speaking on the phone. Other duties as assigned. Travel up to 5%.
Qualifications:
High school diploma or equivalent required. 2+ years as a customer service and/or technical support representative in a high-volume call environment. Knowledge of firearms platforms a must. Experience in the firearms industry a plus. Ability to do basic math (addition, subtraction, multiplication and division).
Job Knowledge, Skills and Abilities:
Must have proven skills and be an excellent verbal and written communicator with the ability to concisely convey product information to customers. Superb organizational skills and attention to detail required. Ability to prioritize multiple projects. Must be a dynamic, self-starter able to work independently with minimum supervision and meet deadlines. Must be proficient in learning new concepts and products while working in a highly dynamic environment. Must possess strong customer service skills and ability to adapt to different personalities. Enthusiastic, cooperative, and positive behavior with solution-oriented focus. Must be proficient in Microsoft Office Suite of products and have the ability to learn new systems. Ability to solve problems with proper analysis and fact finding. Additional: This position reports to the Customer Service Supervisor. Competitive pay rate commensurate to experience. Benefits include medical, dental, vision, life and long-term disability insurance as well as voluntary short-term disability and accident insurance. Additionally, we offer a 401(k) Plan. Must be eligible to work in the United States for any employer. The applicant must be authorized to receive Technical Data and/or Technology under U.S. export control laws. Any offer made is contingent on the applicant passing a background check that will include a restricted party screening and, for prospective employees who are Foreign Persons, on the Company obtaining all necessary export licenses. In addition, the applicant will be required to pass a criminal background check and drug screening. Magpul is an equal opportunity employer. Disabilities/veterans.
