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Full-time
high school, associate degree
Posted 27d ago
~40 hrs/week
Responsibilities
Provide first-level technical support to customers and field service teams to resolve issues and maintain customer value. Responsibilities include tracking problems, interpreting technical manuals, and documenting issues in E1/K2 systems.
Requirements
Requires a high school diploma and 0-2 years of experience, with a preference for an associate degree in IT or a technical field. Candidates must possess strong communication skills and a practical working knowledge of MS Office and call management applications.
Full job description
Job Summary
The primary goal of the Technical Support I is to make sure that customer value is maintained to the standards set forth by the company. The Technical Support Representative is the Company’s front line support, aiding customers and Hillman’s Field Service Team.
Essential Job Functions*
Provide first level contact and convey resolutions to customer issues.
Track, route, and redirect problems to the next level of support.
Read and interpret a variety of technical manuals and diagrams.
Ensure detailed documentation of issues in E1 / K2.
Order replacement parts and systems as needed.
Maintain and grow a current knowledge of department operating procedures and technical product information.
Participate in departmental teams, provide feedback and / or recommendations for improvement.
Excellent interpersonal, verbal communication and active listening skills with the ability to stay composed and objective.
Mechanical / technical aptitude – working knowledge of software databases and remote control.
Available to work weekends, holidays and overtime if needed.
* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.
Education & Experience
High School Diploma and 0-2 yrs experience (required). Associate in IT or Technical related field and 0-3 yrs experience (preferred).
Competencies – Knowledge, Skills, and Abilities
Written and verbal communication skills.
Skills in teamwork and collaboration.
Internal & External customer service skills.
Problem-solving skills.
Practical working knowledge of MS Office applications: ability to learn call management applications (i.e., Oracle, E1, K2, LogMeIn etc.).
Work Environment and Physical Demands
Work Environment
Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.
Physical Demands
Office: Sedentary.
The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Related keywords
OracleE1K2LogMeInTechnical SupportCustomer ExperienceCall ManagementTechnical ManualsMechanical AptitudeRemote Control
Founded in 1964 and headquartered in Cincinnati, Hillman is a leading provider of hardware and related products serving retail, pro distribution, and industrial MRO customers. Over the last 60-plus years, Hillman has built a legacy of service and growth by forming strategic partnerships with North America's leading home improvement, hardware, and farm and fleet retailers. Hillman differentiates itself from the competition with its dedicated field sales team of 1,200+ associates, direct-to-store distribution capabilities, and world class global sourcing and supply chain expertise. The company offers an extensive product portfolio of more than 111,000 SKUs, including fasteners (power screws, nuts, bolts), hardware (builder's hardware, door hardware, rope & chain, accessories), project gear & supplies (gloves, work gear, paint & cleaning sundries), and key and engraving services (key duplication, auto keys, and engraving). Hillman is committed to delivering exceptional customer service, innovative products, and dependable solutions to its customers and regularly earns vendor of the year recognition from top customers. For more information on Hillman, visit www.hillman.com.
Offices: 1280 Kemper Meadow Dr, Cincinnati, Ohio 45240, US
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