Product Support Agent

  • Poway

Website Mitchell 1

GENERAL FUNCTIONS:

Under minimal supervision, assist customers with data content issues in electronic products produced by Mitchell1. To ensure customer’s problem is resolved and documented or forwarded appropriately.

PRIMARY RESPONSIBILITIES:

  1. To respond to customers politely and attentively and to maintain a professional, helpful attitude at all times.
  2. To provide immediate determination of customer needs. To resolve or route call appropriately.
  3. Document all inquiries received, via telephone, email or correspondence.
  4. Assist customers with product content questions.
  5. Accurately update and maintain the incidents in the tracking software package.
  6. Follow procedures set in the product content support job guidelines.
  7. Time on the telephone taking incoming calls, making outbound calls or waiting for incoming calls should comprise of 60 to 70 percent of the time staffed per day.
  8. Perform other duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS: 

  1. High School diploma or equivalent is required. Some College a plus
  2. Experience in high-volume customer service center in fast paced environment with emphasis on incoming telephone contact is preferred.
  3. Automotive knowledge required.
  4. Heavy Duty Truck knowledge a plus.
  5. Must possess strong verbal and written communication skills, and have a professional demeanor.
  6. Ability to prioritize, organize and manage multiple tasks simultaneously with a high level of accuracy and be able to work under pressure.
  7. Minimum 1 year experience working with PC based applications.
  8. Punctuality and good attendance are required.
  9. ASE certifications preferred.
  10. Must be able to perform under pressure

Snap-on is an Equal Opportunity Employer, M/F/D/V

To apply for this job email your details to jobs@mitchell1.com