Technical Support Representative

• Receive telephone and email inquiries from internal and external customers regarding product repair/replacements, warranties, product application and design by answering all incoming calls and emails to ensure quality customer satisfaction, proper representation and use of SureFire products.
• Assist with consumer warranty repair/replacement calls as necessary, including order entry for replacement parts to guarantee optimal product performance for every SureFire end user by determining appropriate course of action and entering order into Epicor for replacement parts or create RMA for in-house repair.
• Facilitate inbound/outbound calls from agency, government, military and consumer customers regarding order placement, order status, product information and price quoting to provide a reliable point of purchase directly through SureFire while also providing detail product support by using phone, email, and Epicor.
• Perform sales order data entry and processing in Epicor to track all incoming sales and request for quotes by answering all incoming request via telephone, email, and fax.
• Effectively and efficiently communicates with internal/external customers regarding product/service inquires and customer complaints.
• Provide backup support for other representatives by cross training in all facets of the department to alleviate hardship.
• Attend to customer needs by identifying, researching, trouble-shooting and resolving customer concerns such as warranty repair, replacement and product functionality.
• Tracking of Sales and order data entry with reports, trackers, dashboards in Epicor to guarantee quick and accurate delivery of all sales orders.
• Respond in a timely and professional manner via MS Outlook to incoming emails as a shared responsibility for Tech Support Representatives to quickly respond to commonly requested information or emails of escalated situations.
• Handle walk-in sales and repairs; interface directly with customers explaining product features, performance and applications.

• Training in Electronics, Military or Law enforcement highly desirable.
• Must be proficient in MS Office (Excel, Word, PowerPoint, and Outlook).
• Experience in Epicor highly desirable.

EDUCATION:

High school diploma or GED, and a minimum of two years’ work experience.