Title: Technical Support Representative
Location: Long Beach, California, United States
Job Description:
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.