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Tech Support/Product Expert

Job Details

Headquarters - American Fork, UT
Full Time

Description

At ThermoWorks, our employees are part of the industry leader of food thermometers.  Our products are preferred among leading chefs, competition BBQ teams, and such food authorities as the New York Times, Martha Stewart, SeriousEats, Bon Appetit, Good Housekeeping, etc.

Job Summary:

The Tech Support/Product Expert provides outstanding customer experience and troubleshooting support to our customers.  The successful candidate will have a track record of solving customer problems by phone, chat and emails.  ThermoWorks is different because people ask us for guidance and advice, especially when it comes to temperatures in food.  

Our mission is to provide exceptional service, sales and applications help and uncommonly memorable experiences via direct relationships with our customers.

 

Schedule:

  • FT shifts available: 8am - 5pm or 9am - 6pm (Monday - Friday) and 8am - 5pm every other Saturday

  • Hours worked on Saturday hours get an additional 25%/hour


 

Essential Responsibilities:

  • Engage customers in calls, chats, emails and in-store visits to help answer product questions, make suitable product recommendations, and solve problems

  • Guide customers in their purchasing decisions and processes

  • Educate customers and suggest and sell products that meet their needs and wants

  • Ensure that orders are placed correctly and with the best instruments for each customer’s specific needs

  • Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concerns

  • Effectively educate customers on product use and assist them in fully utilizing available features

  • Repair small consumer electronics using soldering iron, multimeter power supply and small hand tools

  • Perform other duties as assigned

Qualifications

Required Skills & Experience:

  • Excellent customer service and interpersonal skills with the ability to professionally handle and resolve stressful situations

  • Excellent communication skills, both written and verbal, including telephone skills, email correspondence, spelling, punctuation, and clarity

  • Must have solid technical aptitude and the ability to logically troubleshoot and problem solve 

  • Proficient with Google Suite apps (Gmail, Docs, Calendar, Sheets)

  • 2+ years of technical work experience preferred (experience repairing cell phones, hardware, thermometers)

  • CRM experience a plus

  • Passion for cooking and barbequing (BBQ) a plus, eagerness to learn required

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