Prod Supp Represent 1
RED Digital CinemaResponsibilities Provide after-sales support and direct communication to RED customers Maintain understanding of all current RED policies, procedures, and processes Maintain and exceed service-level agreement performance benchmarks Maintain knowledge of all current and legacy RED products, specifications, technology, programs and announcements Manage a high volume of inbound and outbound emails, tickets, calls, and orders Facilitate and maintain cross-functional communication with various teams (i.e. Tier 2 Support, Sales, Repair, Accounting, etc.) Create and issue repair, return, and upgrade service orders including all related import/export documentations and provide status updates directly to the customer Provide service quotes and collect payment from customers Issue RMAs, service quotes, and provide status updates to the customer Troubleshoot basic issues with customers and understand the appropriate times to escalate a call/ticket to the Tier 2 Support team Provide links to FAQs/videos/web tutorials/Operation Guides Perform supplemental end user testing on RED products Requirements BA/BS or equivalent degree preferred Experience with Oracle NetSuite or equivalent ERP system Experience with Zendesk or equivalent support ticket system Experience with Outlook, Excel, and Word 3+ years of experience in a customer support or technical support position Extremely detail oriented Pay Range: $23/hr - $25/hr Location: Hybrid Remote/Onsite Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.