Technical Support

Job Description:
Our client is looking for an highly motivated and team oriented Technical Support Technician. This position involves supporting the Dealer Network, Fleets, End Users, and internal customers. You will be answering calls, electronic submissions, and emails from our customers.

Responsibilities:
Answer calls, emails and electronic tickets from dealer network, end-users, and internal customers regarding Freightliner and/or Western Star technical service or service parts related issues, concerns, or complaints.
Assist internal and external customers in a professional, courteous, and timely manner.
Utilize company documentation, literature, and information database to provide technical support.
Maintain call note logs with all pertinent information.
Interpret data from Virtual Technician telematics and disseminate to end users.
Communicate technical service concerns or emerging issues to management.
Assure all Safety and Compliance guidelines are followed. This includes items involving Safety and Compliance related issues are sent to the Compliance department.
Refer more complex technical issues or concerns to appropriate party.
Ability to work any shift, holidays, and provide afterhours support when necessary.
Maintain a clean and safe work area.

Additional Functions/Duties:
Participate in cross functional projects and meetings.

Required Education and Experience:
An Associates degree in related field; or 2 years of related experience.

Familiarity with Microsoft 365, Salesforce, Five9, or other related phone/ticketing/CRM systems. This can be taught, but is a plus if the candidate has experience of these systems.