The Role
Provide technical and customer support for capital equipment, troubleshoot products, manage service and repair orders, document complaints, coordinate repairs and shipments, and resolve pricing, logistics, customs, and damage issues. Monitor support dashboards and performance goals, process international repairs, collaborate with global teams, ensure regulatory compliance, and recommend workflow improvements. International support requires experience with global regions, customs, cross-border logistics, and international service processes.
Summary Generated by Built In
Tech Support (Domestic) will do the following:
- Provide technical support to internal and external customers for Capital Equipment, including IVP, Cortrak, and Game Ready systems.
- Log into the Game Ready Tech Support phone queue daily and deliver live support, including troubleshooting guidance, general product information, and followup emails outlining next steps for service or repair.
- Analyze and review the Tech Support dashboards regularly, focusing on meeting established performance goals and identifying areas for improvement.
- Record failure complaints promptly into the designated electronic system.
- Ensure all Service and Repair orders are entered into accurately and in compliance with established guidelines and procedures.
- Complete the TECO process for LATAM, EMEA, and APAC repairs to ensure timely customer billing for completed service work.
- Obtain credit card info and work with the service center or the scheduling team to release units for repairs.
- Recommend system enhancements and participate in testing activities related to Service and Repair workflows.
- Identify and recommend process or procedural changes to ensure continuous compliance with corporate, local, state, and federal regulations.
- Follow standard operational procedures, work instructions and job aids to assure accurate records of customer interaction and documentation to meet internal, domestic, and international regulatory standards.
- Monitor Salesforce, SAP, work with the service center and use tracking tools to ensure loaners or repaired units are shipped timely to meet customer expectations.
- Serve as the primary point of contact for inquiries and issues related to Service and Repair orders, including pricing, credits, logistics, customs, damage, shipping, and other related matters. Collaborate with crossfunctional partners to resolve issues efficiently.
- Build strong working relationships across teams by demonstrating active listening, openness to ideas, support for team decisions, trust, encouragement, and recognition of contributions.
- Demonstrate commitment to meeting customer expectations and driving ongoing improvement in service delivery.
Core skills needed:
- Systems knowledge or a fast learner for SAP, Salesforce, TECO, Outlook, SharePoint, tracking tools.
- Ability to interpret technical info and explain it clearly to customers.
- Good verbal communication for troubleshooting and product guidance.
- Professional written communication.
- Ability to de-escalate and resolve customer issues efficiently.
- Strong customer service mindset.
- Ability to analyze the Tech Support dashboards and work toward performance goals.
- Identifying root causes for issues.
- Good prioritization and time management.
- Ability to follow structured procedures with precision.
- Ability to work independently while supporting team goals.
- Openness to feedback, new ideas, and shared decision-making.
- Detail oriented.
- Reliable and accountable.
- Adaptable to change.
- Proactive and resourceful.
Tech Support (International)
Eligibility: Open to current Tech Support Agents with a minimum of 6 months of Domestic Support experience to meet the first 2 core skills needed for this position.
- Analyze and review the INTL Tech Support dashboards regularly, focusing on meeting established performance goals and identifying areas for improvement.
- Record failure complaints promptly into the designated electronic system.
- Act as the primary point of contact for service and repair inquiries, pricing, credits, logistics, customs, shipment issues, and damage claims.
- Ensure all Service and Repair orders are entered into accurately and in compliance with established guidelines and procedures.
- Recommend system enhancements and participate in testing activities related to Service and Repair workflows.
- Follow standard operational procedures, work instructions and job aids to assure accurate records of customer interaction and documentation to meet internal, domestic, and international regulatory standards.
- Monitor Salesforce, SAP, work with the service centers and service providers globally to ensure repaired units are shipped timely and/or field services are scheduled accordingly to meet customer expectations.
- Serve as the primary point of contact for inquiries and issues related to Service and Repair orders, including pricing, credits, logistics, customs, damage, shipping, and other related matters. Collaborate with crossfunctional partners to resolve issues efficiently.
- Build strong working relationships across teams by demonstrating active listening, openness to ideas, support for team decisions, trust, encouragement, and recognition of contributions.
- Demonstrate commitment to meeting customer expectations and driving ongoing improvement in service delivery.
Core skills needed:
- Experience supporting customers across multiple global regions (Canada, LATAM, EMEA, APAC).
- Familiarity with international service workflows, TECO processes, customs requirements, and global shipping logistics.
- Ability to work with global teams (Global service providers, Transportation, Global Trade Ops, Quality, Finance) to coordinate repairs and shipments across borders.
- Strong understanding of international logistics, including customs holds, duties, and customs clearance documentation.
- Ability to communicate effectively with international customers across time zones.
- Ability to interpret dashboard metrics and meet established performance goals.
- Detailoriented with strong accuracy in documentation, order entry, and recordkeeping.
- Ability to work crossfunctionally with global teams.
- Adaptability to evolving systems, processes, and global repair workflows.
- Customerfocused mindset with commitment to service excellence.
- Recognize situations requiring escalation and communicate them promptly to the appropriate internal teams.
- Provide timely updates to the Team Lead regarding sensitive issues, highimpact cases, customer escalations, or operational concerns.
- Demonstrate the ability to work independently with minimal supervision during customer interactions and case management.
- Strong prioritization skills
- Proactive and resourceful.
Skills Required
- Minimum 6 months of Domestic Support experience for the International Tech Support position
- Ability to interpret technical information and explain it clearly to customers
- Strong verbal and written communication skills
- Customer troubleshooting and product guidance experience
- Ability to de-escalate and resolve customer issues efficiently
- Strong customer service mindset
- Ability to analyze dashboards and meet performance goals
- Ability to identify root causes and recommend improvements
- Strong prioritization and time management skills
- Ability to follow structured procedures accurately
- Detail orientation, reliability, and accountability
- Ability to work independently and support team goals
- Experience supporting customers across Canada, LATAM, EMEA, and APAC for International Tech Support
- Familiarity with international service workflows, TECO processes, customs requirements, and global shipping logistics
- Ability to coordinate with global service providers, transportation, trade operations, quality, and finance teams
- Understanding of customs holds, duties, and customs clearance documentation
- Ability to communicate effectively with international customers across time zones
- Familiarity with SAP, Salesforce, TECO, Outlook, SharePoint, and tracking tools
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The Company
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
