APR

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Customer Technical Support Representative Tier II

Customer Technical Support Representative Tier II

Description:

Responsible for technical support to end customers and distributors. Work with team members to promote and continuously improve the consumer experience by assisting with technical support and customer service needs.

Required Qualifications & Experience:

• High School Diploma or its equivalent
• 2-3 years customer service or technical support related area experience
• Strong computer literacy
• Strong information analysis abilities
• Well-developed interpersonal and communication skills
• Developed automotive & computer troubleshooting abilities

Desired Qualifications & Experience:

• European automotive enthusiast
• Experience with ERP and/or CRM systems

Essential functions and responsibilities:

• Answer customer and dealer support tickets
• Assist with diagnosing and troubleshooting customer vehicles
• Issuing RMAs to return faulty product
• Documenting issues for follow-up by QC team
• Assist dealers with troubleshooting flash tuning issues
• Data collection as required by calibration engineering team
• Manage communications and general info requests in a timely manner with customers over the phone and by email or ticket correspondence
• Attracts potential customers by answering product and service questions; suggesting information about other products and services
• Learn new products and educate customers on new products
• CRM data entry and customer profile updating
• Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; researching potential solutions; expediting correction or adjustment; following up to ensure resolution is complete, documenting the complaint, cause, and correction.
• Escalation of issues to tier III support
• Participate in required company events and shows
• Assist sales Department with dealer customer support inquiries and requests
• Other special projects and duties as required

Physical Demands and Work Environment:

• Physical demands: Ability to lift and move at least 25 lbs., sit for long periods working on a computer, climb stairs, stand for long periods, and walk short distances.
• Work Environment: Includes both an indoor office environment and a warehouse environment which may be significantly colder or warmer than a normal indoor office setting. There may be brief period of loud noise from machinery. Potential exposure to inclement outdoor elements, heat, and sounds for company events and shows.
• Required to work a 40 to 45hr work week and over-time as needed including occasional weekends for company events and shows
• Annual performance appraisal for administrative level

APR Tuned

Phone: (800) 680-7921 Local Phone: +1 (334) 502-5181 Fax: (334) 502-5180 Address: APR LLC, 4800 US HWY 280 West, Opelika, AL 36801

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Notice: Products that affect emissions and do not carry a California Air Resources Board Executive Order are not for sale in California, USA. While we try to keep everything current, APR LLC is not responsible for errors in pricing on this web site. All prices are in USD and are applicable to the United States of America only.
¹APR offers free ground shipping to the lower 48 states for purchases over $100.