Technical Support Representative
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A technical support representative's job will entail assisting customer issues with mechanical and software challenges that may occur during the operation of a 3D printer. It is important to help the customer in a manner that is polite and friendly, while anticipating any future issues that may arise. Patience is a must, as much of your job will be teaching
customers how to use a new and exciting piece of technology. You will be using Free Libre Open (FLO) software and hardware for everything required to do your job. This position is for the weekend night shift, Friday through Monday nights.
Role and Responsibilities:
Open Source Hardware company, and makers of the LulzBot® line of desktop 3D printers. We are committed to manufacturing high performance hardware and software products that respect user freedom. We are proud to serve customers in 85 countries around the world, including NASA, Fortune 500 companies, small businesses, universities, libraries, and hackers. For those who thrive in a fast-paced, collaborative, innovative environment, we encourage you to apply to join our team and advance your career.
Offers of employment are contingent upon the successful completion of a background screening.
customers how to use a new and exciting piece of technology. You will be using Free Libre Open (FLO) software and hardware for everything required to do your job. This position is for the weekend night shift, Friday through Monday nights.
Role and Responsibilities:
- Answer incoming questions via phone and email in a friendly informative manner.
- Responsible for troubleshooting and diagnostics through process of elimination.
- Aleph Objects Inc. releases early and releases often. One
must be willing to experiment and test new products. Providing feedback for streamlining the processes and increasing efficiency for the tech support department is imperative. - Aleph Objects Inc. is a 100% FLO company. A willingness to use 100% open source hardware and software is essential.
- Ability to follow established practices and procedures.
- Responsible for Customer returns and exchanges. Ability to
efficiently set up, process, and ensure delivery of items to appropriate departments and or locations. - Responsible for maintaining a professional attitude and workplace demeanor at all times.
- Ability to work with customers of all technical levels. LulzBot
supplies printers to a wide variety of customers, and the ability to
relate to all levels is required. - Prompt, consistent attendance is required for this position.
- Maintaining our customers high expectations of Technical Support is essential to our thriving company.
Skills and Specifications:
- Strong personal and interdepartmental communications skills.
- A strong desire to impart knowledge and suggestions to those less experienced.
- Knowledge of manufacturing materials equipment and supplies.
- Ability to prioritize issues and follow through with commitments.
- Ability to recognize and diffuse tense situations, whether personally or through escalation..
- Demonstrate ability to solve problems, analyze symptoms, and
suggest appropriate solutions through training and individual
experience. - Strong attention to detail.
Education and or Experience Requirements:
- High School Diploma or equivalent is required.
- One to two years experience in customer or technical support is desired.
- Experience with 3D printers, specifically LulzBot and RepRap hardware printers and hardware, is highly desired.
Open Source Hardware company, and makers of the LulzBot® line of desktop 3D printers. We are committed to manufacturing high performance hardware and software products that respect user freedom. We are proud to serve customers in 85 countries around the world, including NASA, Fortune 500 companies, small businesses, universities, libraries, and hackers. For those who thrive in a fast-paced, collaborative, innovative environment, we encourage you to apply to join our team and advance your career.
Offers of employment are contingent upon the successful completion of a background screening.
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