Phone Support Technician

Serve as the first point of contact for customers calling in about orders, product questions, and technical support. You will answer inbound calls, look up orders, route technical questions, and manage support tickets. Training on all systems - QuickBooks, BigCommerce, Freshdesk, and Microsoft Office - will be provided. Automotive electrical knowledge is a plus but not required., * Answer inbound customer calls professionally and efficiently

• Look up orders, invoices, and shipment tracking in QuickBooks and BigCommerce
• Create, update, and resolve support tickets in Freshdesk
• Route technical inquiries to the appropriate team members when needed
• Assist customers with product selection, fitment verification, and order placement
• Follow up on open customer issues and ensure timely resolution
• Document all customer interactions accurately in the ticketing system
• Identify recurring customer issues and escalate trends to management

• Clear, professional phone presence - you are the voice of the company
• Strong verbal and written communication skills
• Basic computer proficiency (training on all company systems provided)
• Ability to multitask between phone calls, email, and ticketing systems
• Patient and solution-oriented when handling frustrated customers
• Prior customer service, call center, or help desk experience preferred but not required
• Interest in automotive or electrical systems is a plus
• Dependable, punctual, and comfortable in a structured office environment

Pulled from the full job description

• 401(k)
• Paid time off, * 401(k)
• Paid time off