Tech - TSM Mid-Shift 11:30 -8:00pm

Job Summary

The Rescue TSM Agent provides phone and email support to customers regarding repairs.

Responsibilities

• Customer Support (90% of time): Provide support via phone and/or email, contact customers to gather information about perceived issues, troubleshoot issues, answer incoming calls regarding repair status, and initiate contact for password lockouts and HDD re‑image cases.
• Manage inbound product check‑in processes and outbound shipments of repaired products.
• Package repairs for customer return.
• Access system programs to check repair and shipping statuses.
• Warehouse Efficiencies (5% of time): Keep the warehouse organized and clean, and foster a positive work environment supported by open feedback and two‑way communication.
• Team Building / Leadership (5% of time): Maintain a positive work environment aligned with company culture, promote a healthy and safe workplace, and focus on the well‑being of all associates.
• Other duties as assigned.

Qualifications

• High school graduate or equivalent.
• Intermediate Excel computer skills.

Essential Skills

• Product knowledge, patience, and attention to detail.
• Active listening and problem‑solving abilities.
• Use of positive language and management of customer expectations.
• Ability to clearly organize and prioritize work.
• Excellent communication skills.
• Repeated and coordinated use of hands, wrists, and fingers for keyboard and small handheld tools.
• Hands‑on ambition, drive to succeed, and a goal‑oriented mindset.
• Teamwork orientation and ability to achieve results collaboratively.

Competencies

• Determination to achieve excellent results.
• Continuous improvement mindset – finds better ways.
• Demand for top performance.
• Inspires commitment.

Working Conditions

The role requires prolonged sitting and the ability to lift objects up to approximately 25 lb. Visual requirements include close vision, peripheral vision, depth perception, and focus adjustment. The employee must tolerate moderate to high noise levels in a warehouse environment, which can be hot in summer and cold in winter. Duties involve walking extensive distances, reaching over shoulder height, bending or stooping, and repetitive wrist, hand, or finger movements.