TECHNICAL SUPPORT AGENT

Job Description

A Technical Support Agent will have an advanced understanding of the K&N, AEM, Airaid and Spectre brands and products with the goal of providing advanced support to customers and consumers. They will develop and demonstrate the skills, knowledge, and abilities to provide information and resolutions for customers and consumers. Demonstrating the knowledge of and experience in use of K&N's business management software, the Call Center Queue Phone and Email Management software and displaying a solid understanding of the products and services offered by K&N and its brands. Understand how to follow and where to look for department and company procedures and policies, understand how to navigate the company websites, and understand the information provided on the websites.

Essential Duties & Responsibilities:

• Perform normal Call Center and Customer Service duties which includes data entry for orders, and answering calls, emails, and chats
• Data entry is a large part of this position and will be performed daily
• Process orders and returns including those that have been escalated
• Manage assigned tasks and duties that may expand beyond the call center areas
• Provide detailed instructions, troubleshooting, and solutions to customers
• Respond to customer queries with information about products and services
• Provide information or make sales directly to customers via the telephone, through email, chat messages, and consumer provided video/photos
• Partner with Quality Control to identify and develop resolutions to product quality control concerns
• Understand and communicate advanced concepts related to the products offered by K&N and its brands to both internal and external customers
• Retain a solid knowledge of automotive principles, maintenance, and related areas
• Develop resolutions for technical phone call and e-mail regularly without supervision or assistance
• Support team members through knowledge sharing
• Develop an advanced understanding of multiple brands and product lines
• Other duties as appropriate for the position

A Successful Tech Support Agent:

• Retains technical information and communicates it to consumers and customers in an easy-to-understand manner
• Manages projects and tasks without supervision
• Must be able to simultaneously handle multiple duties, manage time, and follow through on all tasks and projects with little or no supervision
• Be able to regularly enter orders and returns with no to minimal errors
• Maintains a solid knowledge of automotive principles, maintenance, and related areas
• Is able to provide training, both internal and external, for the areas of product line(s)

Experience, Skills & Education:

• 1+ years or equivalent of office or inside customer service / call center experience preferred
• 1+ years of recent hands on and/or practical automotive repair experience required
• High School Diploma or equivalent; some college preferred
• Automotive enthusiasm is highly preferred
• Solid working knowledge of Microsoft Outlook, Word, and Excel
• Solid understanding of basic automotive principles
• Typing and 10-key skills with an emphasis on production and accuracy