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Representative Responsibilities:

- Customer Support
- Responds to basic technical inquiries via phone, email, and chat with supervision and guidance.
- Helps track ongoing cases, follows up with customers on status updates, and ensures communication is timely and professional.
- Escalates technical issues beyond basic troubleshooting to experienced specialists.
- Ensures interactions are courteous and professional, aiming for customer satisfaction.
- Support Process and Documentation
- Accurately logs customer interactions and updates service records.
- Assists with processing part replacements and order requests.
- Helps maintain the accuracy of knowledge management systems (KMS).
- Repair Coordination
- Supports the coordination of customer repair activities under supervision.
- Prepares RMA paperwork and tracks basic repair or loaner requests.
- Works with repair technicians by relaying customer details and issue descriptions.




- Other duties as assigned
- Special projects and requests are requested in a timely and positive fashion

Minimum Qualifications:

- Associates degree or equivalent level of education
- 3-5 years of job-related experience
- Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required.
- Demonstrated interest in technology, electronics, or live entertainment systems a plus.
- Basic familiarity with technical theatre, electronics, or related fields preferred.
- Robust interest in developing problem-solving and customer service skills.
- Comfortable with Windows computers and Office 365.
- Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
- Ability to work professionally with customers and teammates.
- Availability to work occasional evenings and weekends as needed.

📌 Associate Support Specialist LTE (Middleton)
🏢 Electronic Theatre Controls
📍 Middleton