Tech Support Associate



Advert ID




Job Type




Salary Range

Up to USD15.00/hr

No. of Openings


Branch Information

Corona, CA - (USA) 1260 Hamner Avenue Suite E CA Norco , CA - 92860 Phone : 951-808-8302



Job Description

The tech support representative works directly with customers to answer product questions, make recommendations, troubleshoot issues and provide general assistance regarding all Monoprice products. Techs primary method of communication with customers is online live chat, phone and e-mails.

Within their channel, they are proficient, and excel at identifying issues and coming up with unique solutions. They are to collect data regarding the customer's experience with products and issues that arise. Evaluate data collected to identify any escalations that need to be reported to leadership for immediate resolution.

Communicates with customer in a professional manner to provide technical support, general assistance about company products and find solutions to product issues.

Escalates customer issues to either Tech Lead or Tech Manager when applicable.

May review and/or obtain product descriptions, specification, manuals and "how -to" articles included in company website, as well as relay any issues found with the Tech leadership team. May also write FAQ's for the company's Knowledge Base.

Gather and report data regarding customer contacts, escalating any issues or trends to tech leadership.

Formulate original solutions for product issues and be able to walk a customer through any necessary steps as well as sharing the solutions with the department

May be required to review product review submissions and correspond, as necessary, in order to maintain the positive image of the company and its products.

Log all incoming customer contacts, following the SOP in place, to record all customer information.

Techs will be required to submit requests for RMA's which requires learning and understanding the company's return procedures and providing customer with technical assistance with relations to requests to return products.

May be asked to produce training manuals/presentations around products or categories where seen fit.

Able to help train new hires when necessary. Going over processes, systems and product through one on one instruction or shadowing.

In depth product knowledge to help customer troubleshoot or deem product defective.

Multitasking required to actively monitor all customer channels (phone, chat and email) to ensure they and the department are maximizing efficiency/ occupancy.

Other duties as assigned based on departmental needs.

Please contact Malaika Davis at 951.808.8302 or email Office hours Mon-Friday 8:00AM - 5:00PM>