Technical Support Representative
Hydrafacial, Long Beach, CA, United States
Overview
Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.
Every person here is a key player in our success. We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.
Job Description
The Technical Support Representative
will work with internal and external customers to provide support, resolve issues, and ensure a positive customer experience. This role focuses on troubleshooting, case management, and customer support rather than advanced technical engineering work.
What you’ll do
Primary Responsibilities: Appropriately action daily reports and provide status updates in a timely manner
Keep meticulous records and technical support logs, follow established company procedures and, but not limited to, solving problems over the phone
Gather and provide examples of current trends to share with other stakeholders to identify and implement improvements for manufacturing and education
Potential to train internal associates as well as stakeholders in external markets
Interact with and provide support to stakeholders across the globe
Handle multiple channels of inquiries specific to escalations
Handle escalations that require rigorous and meticulous troubleshooting as well as escalated customer complaints
Troubleshoot complex issues
Provide expedited support for prioritized cases
Diagnose or validate errors or technical problems and determine proper solutions
Provide senior guidance and approval to request field service or create Return Material Authorizations (RMAs) and track RMAs until back in house to confirm proper receipt of the equipment
Arrange for repair of equipment and send out loaners (as necessary) if troubleshooting fails
Track onsite equipment repair, including collaboration with the Repair team to ensure there is no unnecessary delay
Provide Daily/Weekly audits to maintain accuracy in documentation
Additional duties as assigned by Manager
What you need to know
Experience/Skills/Education
Required:
High school diploma or GED required
Customer experience focused
Detail oriented
Contact center or help desk background
Excellent oral / written communication
Ability to work as a team or independently
Exceptional technical aptitude with proven experience in electronics, including but not limited to electronic wiring, control boards, I/O boards
Occasionally able to lift to 20lbs
Desired:
Works on side projects designed to improve business operations and efficiency
Basic to Intermediate skills in Excel and Smartsheet applications
Bilingual (Spanish)
Compensation & Equal Opportunity
Base Pay:
$20.00 - $23.00/hour
Hydrafacial is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, gender identity, gender expression, age, disability, genetic information, pregnancy or any other protected characteristic as outlined by color, federal, state or local laws. We are committed to working with and providing accommodation to applicants with physical and mental disabilities.
Hydrafacial does not accept unsolicited assistance or resumes/CVs from third party search firms. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral or CV/resume submitted by a search firm to any employee at our company without a valid written search agreement. If we need additional support, we will be sure to reach out directly to one of our preferred providers. Please no phone calls or emails.
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Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.
Every person here is a key player in our success. We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.
Job Description
The Technical Support Representative
will work with internal and external customers to provide support, resolve issues, and ensure a positive customer experience. This role focuses on troubleshooting, case management, and customer support rather than advanced technical engineering work.
What you’ll do
Primary Responsibilities: Appropriately action daily reports and provide status updates in a timely manner
Keep meticulous records and technical support logs, follow established company procedures and, but not limited to, solving problems over the phone
Gather and provide examples of current trends to share with other stakeholders to identify and implement improvements for manufacturing and education
Potential to train internal associates as well as stakeholders in external markets
Interact with and provide support to stakeholders across the globe
Handle multiple channels of inquiries specific to escalations
Handle escalations that require rigorous and meticulous troubleshooting as well as escalated customer complaints
Troubleshoot complex issues
Provide expedited support for prioritized cases
Diagnose or validate errors or technical problems and determine proper solutions
Provide senior guidance and approval to request field service or create Return Material Authorizations (RMAs) and track RMAs until back in house to confirm proper receipt of the equipment
Arrange for repair of equipment and send out loaners (as necessary) if troubleshooting fails
Track onsite equipment repair, including collaboration with the Repair team to ensure there is no unnecessary delay
Provide Daily/Weekly audits to maintain accuracy in documentation
Additional duties as assigned by Manager
What you need to know
Experience/Skills/Education
Required:
High school diploma or GED required
Customer experience focused
Detail oriented
Contact center or help desk background
Excellent oral / written communication
Ability to work as a team or independently
Exceptional technical aptitude with proven experience in electronics, including but not limited to electronic wiring, control boards, I/O boards
Occasionally able to lift to 20lbs
Desired:
Works on side projects designed to improve business operations and efficiency
Basic to Intermediate skills in Excel and Smartsheet applications
Bilingual (Spanish)
Compensation & Equal Opportunity
Base Pay:
$20.00 - $23.00/hour
Hydrafacial is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, gender identity, gender expression, age, disability, genetic information, pregnancy or any other protected characteristic as outlined by color, federal, state or local laws. We are committed to working with and providing accommodation to applicants with physical and mental disabilities.
Hydrafacial does not accept unsolicited assistance or resumes/CVs from third party search firms. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral or CV/resume submitted by a search firm to any employee at our company without a valid written search agreement. If we need additional support, we will be sure to reach out directly to one of our preferred providers. Please no phone calls or emails.
#J-18808-Ljbffr