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.
• Strong 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.
Skills Required
- Associate degree or equivalent education
- 3-5 years of job-related experience
- Comfortable using Windows computers and Office 365
- Ability to work professionally with customers and teammates
- Availability to work occasional evenings and weekends
- Prior customer service, help desk, theatre, or related experience
- Interest in technology, electronics, or live entertainment systems
- Basic familiarity with technical theatre, electronics, or related fields
- Willingness to learn hand tools, power tools, and electronic measuring devices
- Strong interest in developing problem-solving and customer service skills
Electronic Theatre Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Electronic Theatre Controls and has not been reviewed or approved by Electronic Theatre Controls.
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Healthcare Strength — Health benefits are often noted as a strong part of the package and help offset modest base pay in some roles. Feedback suggests medical coverage contributes meaningfully to overall satisfaction.
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Leave & Time Off Breadth — Vacation time and paid leave are described favorably alongside flexibility and work-life policies. Feedback suggests time off policies are a consistent bright spot even when salary levels feel average.
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Wellbeing & Lifestyle Benefits — Wellness programs, on-site gyms, subsidized food, company events, and other on-site perks enhance day-to-day experience. Feedback suggests these lifestyle benefits add tangible value beyond base pay.
Electronic Theatre Controls Insights
What We Do
A global leader in the manufacturing of lighting and rigging technology, ETC employs nearly 1400 people in 13 corporate offices around the world. ETC is proud of its industry reputation for unmatched technical and customer service, 24/7/365. And with a family of over 300 authorized service centers throughout the world, staffed by hundreds of certified technicians, customers are never far from an ETC resource with a face and a name. ETC develops professional tools and makes them accessible to everyone. Their products are found in small and large venues worldwide, such as theatres, churches, restaurants, hotels, schools, television studios, casinos, theme parks, and opera houses. Founded in Madison, Wisconsin, in 1975, ETC was begun with the passionate belief that there was a better way to make a lighting control console. A small group of university students challenged themselves by creating a microprocessor-based console that outdid other boards on the market at the time. That entrepreneurial spirit grew into an award-winning business. To learn more about ETC and our history of innovation, visit www.etcconnect.com.
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