Product Support Technician

Duties/Responsibilities

• Diagnose product concerns by phone, email, and accurately document customer interactions in our NetSuite system to maintain thorough records.
• Guide customers through safe mechanical and electrical troubleshooting.
• Determine warranty eligibility and recommend appropriate resolution paths.
• Identify replacement parts, service options, and escalation needs.
• Document accurate technical case histories.
• Share recurring product concerns with Quality, Engineering and Product teams.
• Handle a combination of 70 calls and cases daily, with the expectation to take on additional calls or cases as needed, delivering solutions in a clear, courteous, and timely manner.

Required Skills/Abilities

• Excellent communication skills—both listening and speaking—with a natural ability to reassure and guide.
• Strong problem-solving abilities and attention to detail.
• Calm, solution-oriented approach to customer concerns and escalations.
• Proficiency with computer systems and software applications.
• A strong sense of accountability and teamwork.
• Ability to function well in a fast-paced and high energy environment.
• De-escalate and resolve concerns with empathy, patience, and professionalism.

Desirable Traits

• Naturally curious and enjoys figuring out how things work, whether it’s equipment, engines, or everyday mechanical problems.
• Enjoys DIY projects, hands-on work, repairing things, or tackling projects around the house.
• Likes solving puzzles and troubleshooting challenges and feels satisfaction when finding the answer to a problem.

Education And Experience

• High school diploma or equivalent.
• Interest and ability to learn small engine repair, outdoor power equipment troubleshooting.
• Or preferred at least 1-year related experience (Customer Service, Call Center, Small Engine / Outdoor Power Equipment Troubleshooting).
• NetSuite experience is a plus.
• Familiarity with CRM tools and basic troubleshooting steps for mechanical or technical products.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Compensation Package

• Competitive pay
• Strong benefits
• Multiple medical plans including HSA availability with company contributions
• Company paid disability & life insurance coverage
• Generous 401k matching
• Casual atmosphere/dog-friendly environment
• Biweekly company catered lunches
• Monthly employee engagement