Technical Help Desk 1

About the role

We are looking for a customer-focused Technical Help Desk 1 specialist to support consumers with product questions, troubleshooting, and service-related needs for marine and RV product lines. This Long-term Contract position is based in Menomonee Falls, Wisconsin, and offers a hybrid schedule with time split between remote work and onsite support during the week. The ideal candidate is adaptable, eager to learn, and able to combine strong communication skills with an interest in developing technical knowledge through provided training.

Responsibilities

• Respond to customer inquiries by phone or other support channels, providing guidance on product features, setup, compatibility, and general use.
• Diagnose product issues by interpreting wiring information, schematics, and related technical materials to identify practical solutions.
• Record support interactions accurately and complete case processing activities in a timely manner to maintain reliable service documentation.
• Help customers navigate warranty, repair, and replacement options while ensuring a smooth and supportive experience.
• Contribute to the creation and refinement of knowledge resources such as frequently asked questions, troubleshooting references, and documented support procedures.
• Review technical content, including manuals, bulletins, training materials, and customer-facing product information, to improve clarity and accuracy.
• Support call center performance by meeting service commitments, collaborating with team members, and maintaining consistent follow-through on open issues.
• Participate in onsite hybrid work requirements by reporting to the facility as needed and working flexibly across locations within the assigned area.

Requirements

• Experience in customer service, call center support, help desk, or technical support roles.
• Strong verbal and written communication skills in English, with the ability to explain information clearly to customers.
• Interest in building technical expertise, with the ability to learn new products, tools, and troubleshooting methods quickly.
• Ability to document cases thoroughly, manage time effectively, and handle multiple tasks in a fast-paced environment.
• Comfort using Microsoft Office applications and other computer-based systems for data entry and case tracking.
• Able to work a hybrid schedule and commute to Menomonee Falls, Wisconsin, two to three days per week.
• High school diploma or equivalent required; additional technical training or relevant hands-on experience is a plus.

Qualifications

• Basic understanding of electrical concepts, consumer electronics, or related technical areas is preferred.

Benefits

• Medical, vision, dental, and life and disability insurance
• 401(k) plan