Technical Support Agent

The Technical Support Agent is responsible for providing mechanical and technical assistance to customers through phone, chat, text, video, and email. This role serves as a critical resource, investigating and resolving mechanical and technical issues while ensuring timely communication and thorough documentation., * Diagnose and resolve mechanical and technical issues through phone, chat, text, video, and email.

• Guide customers through step-by-step processes to identify root causes and implement effective solutions.

• Document customer interactions, troubleshooting activities, resolutions, and follow-up actions accurately within the ticketing system.

• Collaborate with Customer Support, Engineering, Operations, and other teams to resolve escalated issues.

• Manage multiple customer support cases simultaneously while maintaining high-quality service standards.

• Stay current on product updates, system enhancements, and support procedures.

• Meet or exceed established service level agreements (SLAs), quality expectations, and performance metrics.

• Contribute to process improvements that enhance customer satisfaction and operational efficiency.

Are you a skilled problem solver who enjoys helping customers navigate mechanical and technical challenges? We are seeking a Technical Support Agent to provide mechanical and technical customer support.

In this role, you will combine your technical expertise, analytical thinking, and customer service skills to diagnose, and resolve mechanical and technical issues while delivering an outstanding customer experience. If you thrive in a fast-paced environment, enjoy collaborating with others, and are passionate about technology, we encourage you to apply., The ideal candidate is an effective communicator, a proactive learner, and a customer-focused professional who can independently resolve issues and build strong relationships with customers and internal staff., * High school diploma or equivalent required.

• Strong troubleshooting, mechanical and technical problem-solving abilities.

• Good verbal and written communication skills.

• Ability to explain technical information to both technical and non-technical audiences.

• Ability to document support activities accurately and manage multiple priorities in a fast-paced environment.

• Commitment to delivering exceptional customer service with empathy, patience, and professionalism.

• Establish trust through consistent follow-through and effective communication.

• Uses critical thinking and sound judgment when handling complex situations.

Preferred Qualifications

• Previous experience in customer support.

• Knowledge of software, hardware, networking, or other relevant mechanical and technical systems.

• 401(k)

• Dental insurance

• Health insurance

• Health savings account

• Paid time off

• Parental leave

• Referral program

• Vision insurance

Ability to Commute:

• Salt Lake City, UT 84116 (Required)

Pay: $21.00 - $23.00 per hour, * 401(k)

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Referral program
• Vision insurance