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Technical Support Representative at ViewSonic
Chino, CA, US

SUMMARY 

The Technical Support Representative I is responsible for maintaining a professional and satisfied relationship with customers (internal and external) by providing product and service troubleshooting while educating about the features and benefits of the product. The Technical Support Representative makes use of knowledge bases and troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner.

The Technical Support Representative I works as part of Customer Care department, working directly as part of the resolution.  Resolves routine questions and problems, and refers more complex issues to higher levels.  They work under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks. 

ESSENTIAL DUTIES

·       Maintain departmental productivity goals and service levels to achieve the highest level of customer satisfaction.

·       Handles customer inquiries via phone, chat and email—provides presale general information, technical specifications of the products to emphasize product features/benefits.

·       Troubleshoots ViewSonic products with customer’s system environment and installed applications to determine the problem’s root cause, then provide solutions to minimize merchandise returns.  Follows up to ensure all cases are closed satisfactory and within policy limitations, when required. 

·       Resolves escalated issues forwarded by other ViewSonic departments, such as Call Center, Sales, Customer Support, and Product Managers.

·       Arranges services, such as On-Site service, depending on product and customer types (resellers, end users, corporations, VIP accounts, etc.).

·       Issues appropriate Return Merchandise Authorization (RMA) based on department policy.

·       Collect and document field complaints, tests and duplicates field reported problem to identify quality issue.  May require to work with 3rd party technical support for satisfactory solution.

·       Supports ViewSonic Authorized Service Providers (ASP) on all repair and services related issues

·       Supports Sales and Marketing Evaluation Lab activities.

·       Support Sales and Marketing special events and activities as requested that may require traveling.

·       Coordinates with other departments on technical issues to ensure customer satisfaction.

·       Handles quality-sensitive cases for corporations and VIP accounts; escalates high-level problems to Management

·       Assist in developing solution documents and updates technical knowledge base for department team’s reference.

·       Involved in supporting customer support web portal knowledge base.

·       Performs other technical support functions and activities as assigned.

QUALIFICATIONS

·       Minimum of 1 year technical support/call center experience working with similar products.

·       Proficient knowledge on various computer systems, components and applications.

·       Excellent knowledge on various operating systems (Windows, Mac OS, Android, etc.),

·       Knowledgeable in utilizing MS Office products (Word, Excel, PowerPoint, Access).

·       Proficient knowledge on network, internet, and having some computer training and certifications is preferred.

·       Must be able to read and understand engineering specifications.

·       General knowledge on technical terminology and specification on display technology. 

·       Knowledge on high-tech products such as projectors, and/or internet appliance preferred.

·       Experience developing solution documentations and training of internal and external customers is preferred.

·       Excellent skills on communication (oral and written), customer service, interpersonal, negotiation, organization, troubleshooting and problem solving.

·       Familiarity with warehouse environment and equipment preferred.

·       Spanish or French speaking a plus.

 

PHYSICAL REQUIREMENTS

Environment:   Most work will be conducted in normal office conditions, 20% – 25% of the time may work in a large, open, well-ventilated warehouse.  May be subject to some variations in temperature, normal not to the extreme.

Physical Effort:    On a regular basis lifts 25 pounds without assistance.  On occasion lifts 50 to 90 pounds with assistance.

Hazards:   Possibility of accidents of a minor nature requiring first aid.