Customer Service Technical Support Liberty Safe

•3.1 Payson, UT Job Details Full-time From $17 an hour 3 days ago Qualifications Computer literacy High school diploma or GED Full Job Description

POSITION

Customer Service Technical Support

•Full Time

LOCATION

Payson, UT HOURS 8:00 AM

•5:15 PM

SCHEDULE

Monday

•Friday

JOB SUMMARY

The Customer Service Technical Support Representative provides knowledgeable, professional, and timely technical and service support to customers, dealers, and internal teams. This role serves as a key resource for troubleshooting product and service issues, identifying root causes, and coordinating effective solutions. The position requires strong knowledge of Liberty Safe products, excellent problem-solving skills, and the ability to explain technical information in a clear and customer-friendly manner. The Technical Support Representative is responsible for taking ownership of customer issues from initial contact through resolution, ensuring accurate documentation, timely follow-up, and a positive customer experience.

KEY RESPONSIBILITIES

Provide technical and product support to customers and dealers through phone, email, and chat. Troubleshoot product, installation, operational, and service-related issues and determine the appropriate course of action. Diagnose problems by asking effective questions, gathering relevant information, and using available technical resources and systems. Provide clear, accurate, and easy-to-follow troubleshooting instructions and solutions. Respond to product, warranty, service, parts, order, and general customer inquiries. Determine when issues can be resolved directly and when they require escalation or coordination with another department. Coordinate replacement parts, repairs, service requests, exchanges, refunds, and other resolutions as appropriate. Work closely with Customer Service, Sales, Operations, Warranty, Parts, Manufacturing, and other internal teams to resolve customer and dealer issues. Communicate with dealers, vendors, and service providers to coordinate solutions and ensure issues are resolved efficiently. Take ownership of assigned cases and follow through until the appropriate resolution has been communicated and completed. Accurately document customer interactions, troubleshooting performed, parts requested, actions taken, and final resolutions in company systems. Identify recurring product or service issues and communicate trends or potential improvements to management. Escalate complex, unusual, or unresolved technical issues to the appropriate department or manager with complete and accurate information. Maintain a strong working knowledge of Liberty Safe products, features, installation requirements, warranty policies, service procedures, and company processes. Stay current on new products, product updates, technical procedures, and changes to company policies. Support continuous improvement efforts by providing feedback on common customer issues, process gaps, and opportunities to improve the customer experience. Perform additional duties, projects, and responsibilities as assigned by the Customer Service Manager.

QUALIFICATIONS & CORE COMPETENCIES

Strong customer-service mindset with a professional, positive, and solutions-oriented approach. Excellent verbal and written communication skills with strong phone and listening skills. Strong troubleshooting, critical-thinking, and problem-solving abilities. Ability to understand technical information and explain it clearly to customers with varying levels of technical knowledge. Ability to remain calm, professional, and patient when handling difficult or frustrated customers. Strong attention to detail and accuracy when documenting customer issues and resolutions. Ability to take ownership of issues and follow through to completion. Ability to multitask, prioritize competing requests, and manage time effectively in a fast-paced environment. Strong organizational skills and the ability to work independently while collaborating effectively with a team. Comfortable learning and applying product knowledge, technical procedures, systems, and company policies. Computer proficiency, including Microsoft Outlook, Word, and Excel; experience with Microsoft Dynamics AX or similar ERP/customer service systems preferred.

EXPERIENCE & EDUCATION

High school diploma or equivalent required. Previous experience in Customer Service, Technical Support, Sales, Manufacturing, Warranty, Service, or a related field preferred. Experience troubleshooting mechanical, electronic, or consumer products is a plus. Experience working with dealers, distributors, or other business-to-business customers is preferred.

SUCCESS IN THIS ROLE

Success in this position is demonstrated by the ability to: Resolve customer and dealer issues accurately and efficiently. Provide a consistently professional and positive customer experience. Reduce unnecessary escalations through effective troubleshooting and problem-solving. Clearly communicate technical information and available solutions. Maintain accurate and complete case documentation. Follow through on issues until resolution and communicate proactively when additional time or resources are required. Recognize recurring issues and provide meaningful feedback that can improve products, processes, and customer support. Pay Starts at $17.00/HR DOE and benefits begin on the first of the month following employment starting date and this is an on-site (not remote) position.