<p>ETC is hiring a Technical Support Specialist to join our team at our global headquarters in Middleton, WI. As a leader in visual entertainment technology, ETC relies on Tech Support Specialists to diagnose complex technical challenges and deliver smart, reliable solutions to customers and technicians around the world.</p> <p>W are looking for curious, tech-savvy problem solvers who enjoy blending hands-on technical work with outstanding customer service. Ideal candidates bring a bachelors degree or equivalent experience, knowledge of technical theatre or architectural control systems, a foundation in electronics or electrical theory, and at least one year of customer service or technical experienceplus excellent communication and people skills.</p> <p>ETC offers an excellent benefit package including a generous paid time off policy, quarterly bonuses, company ownership, an on-site fitness center, an at-cost deli, and most importantly, some of the best coworkers you could ask for!</p> <p>Ready to turn problems into solutions? Join us.</p> <p>Representative Responsibilities:</p> <p>Responds to technical questions over the phone, email and web mail in an accurate and timely manner</p> <p>Identifies issues and accurately provides information to address the issues</p> <p>Identifies steps to take if problem is not resolved</p> <p>Completes and updates paperwork and databases</p> <p>Ensures a response that leads to customer satisfaction</p> <p>Assures service customer receives accurate product information</p> <p>Supports product development teams by providing serviceability point of view and input from customer</p> <p>Represents Technical Service Department at Product Development meetings</p> <p>Tests new products and communicates results to appropriate personnel</p> <p>Provides product training</p> <p>Develops training materials and provides education on new products</p> <p>Assures attendees receive accurate information</p> <p>Processes replacement and/or new part orders</p> <p>Identifies required parts and confirms with the customer</p> <p>Completes and updates service order paperwork and database in a timely manner</p> <p>Informs customer of order status</p> <p>Coordinates repair activities</p> <p>Determines repair need with customer</p> <p>Generates RMAs and issues loaner equipment when necessary</p> <p>Ensures repair technician understands the units problem and the due date back to the customer</p> <p>Updates databases in a timely manner</p> <p>Verifies loaner equipment is returned after customers unit is returned in conjunction with RMA coordinator</p> <p>Informs customer of repair status</p> <p>Provides back-up field service support</p> <p>Identifies and resolves customer problems</p> <p>Guarantees installation is successful</p> <p>Assures client understands the operation of installed equipment</p> <p>Provides 24-hour pager support on a rotating schedule</p> <p>Responds to customers page within 15 minutes</p> <p>Assures caller is satisfied with response</p> <p>Identifies steps to take if problem is not resolved</p> <p>Calls dealer or Tech. for help</p> <p>Sends loaner</p> <p>Sends parts</p> <p>Completes and updates paperwork and database</p> <p>Other duties as assigned</p> <p>Special projects and requests are requested in a timely and positive fashion</p> <p>Minimum Qualifications:</p> <p>Bachelors degree or comparable business experience in increasingly responsible positions in the related discipline</p> <p>We're open to all levels of job-related experience, but one year of previous job-related experience is required in a customer service or technical support role, such as:</p> <p>Theatre Management</p> <p>Help Desk</p> <p>Service Industry</p> <p>Knowledge of technical theatre and/or knowledge of electronics and/or electrical theories or practices</p> <p>Strong communication, organizational, problem solving and interpersonal skills</p> <p>Computer skills</p> <p>Customer service skills</p> <p>Able to use hand tools, power tools, and electronic measuring devices</p> <p>Able to drive automobile and have an acceptable driving record</p> <p>Able to obtain and keep a valid passport</p> <p>Able to think quickly, creatively, objectively and decisively</p> <p>Able to work well under pressure and defuse volatile situations</p> <p>Able to work well independently</p> <p>Ability to work weekend and evenings as required</p>