Job Description

Job Location: Grapevine (4051),TX - Grapevine, TX 76051
Position Type: Full TimeEducation
Level: High School
Travel Percentage: None
Job Shift: Mid-Shift
Job Category: Customer Service

Summary
The Rescue TSM Agent provides phone and email support to customers regarding repairs.

Essential Duties and Responsibilities include the following. Other Duties not listed may be assigned.
Daily Responsibilities % of Job 90%
- Provide customer support via phone and/or email.
- Contact customers and get information regarding perceived issues and troubleshoot same.
- Answer incoming customer calls regarding repair status.
- Responsible for inbound product check-in processes and outbound shipments of repaired products.
- Responsible to initiate customer contact in cases of password lockout and HDD reimage.
- Package repairs for customer return.
- Will access available system programs to check repair and shipping statuses.
- Other duties as assigned.
Warehouse Efficiencies % of Job 5%
- Builds and maintains a work environment that is positive and is supported by open feedback and two-way communications at all levels.
- Keeps warehouse organized and clean at all times.
Team Building/Leadership % of Job 5%
- Responsible for maintaining a positive work environment while supporting the companys culture.
- Responsible for fostering a healthy and safe work environment, focusing on the well-being of all associates.

QualificationsEducation and/or Experience
- High school graduate or equivalent.
- Requires intermediate Excel computer skills.
Essential Skills:
- Requires product knowledge, patience, and attention to detail.
- Requires active listening and problem solving skills.
- Be able to use positive language and manage customer expectations.
- Job requires the ability to clearly organize and categorize work priorities to complete work.
- Requires excellent communication skills.
- Requires the repeated and coordinated use of your hands, wrists, and fingers to use a computer keyboard, and other small handheld tools.
- Requires hands-on, ambition, and drive to succeed - Makes things happen.
- Must be goal oriented and accustomed to achieving results through teamwork.
Competencies:
- Shows determination to achieve excellent results
- Finds better ways
- Demands top performance
- Inspires commitment
Working Conditions
While performing the duties of this job, the employee is constantly required to sit for long periods. Employee must be able to lift objects approximately up to 25lbs. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to tolerate moderate to high noise levels in a warehouse environment. Office and outside environmental conditions found in the warehouse, hot in the summer, cold in the winter. Individuals may need to walk for an extensive period of time while working and walking the facilities; to reach over shoulder heights; bend or stoop below the waist; repetitive wrist, hand, or finger movement.
SMS InfoComm Corporation is an equal opportunity employer. Diversity and Inclusion are the foundation of our culture.