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Customer Service Technical Support (San Diego)

FKWC 0 311

Customer Service Technical Support 

This  position  is  responsible for  technical  service  support  to  internal  and external  clients  including  fielding  and resolving  technical  service issues  with  end  customers, providing  troubleshooting support  and  identifying  solutions  to  support to  employees,  customers  and distributors. 


  • Actively listen to customers to understand their issues or concerns

  • Interview clients to gather information useful in providing recommendations and solutions to a technical problem

  • Install, configure, and troubleshoot computer systems, servers, and network issues

  • Provide daily technical support services for information technology establishments

  • Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue

  • Document and track customer issues using a ticketing system to ensure quick resolution

  • Log and  analyze  technical  service  inquiries  and identify  trends  leading  to  early  identification  of  emerging  issues   

  • Create  product manuals  for  new  products, ensure existing  product manuals  are  up to date 

  • Maintain the security and integrity of company database by setting access controls

  • Explain highly technical details to customers using simple understandable terms

  • Participate in development of information technology and infrastructure projects

  • Ensure compliance with service agreements to evade legal issues

  • Guide and direct the activities of less experienced tech support personnel

  • Maintain an up-to-date knowledge of company products and services

  • Stay abreast with technological developments and trends

  • Educate customers on the features of company products/services to minimize technical challenges

  • Follow-up on customers to ensure their issues are completely resolved

  • Produce periodic reports of technical support operations to company management.

  • Other duties as may be assigned 

Required Skills. Abilities 

  • Excellent verbal and written communication skills.

  • Excellent interpersonal and customer service skills.

  • Professional and pleasant telephone manner.

  • Ability to explain technical issues to technical and nontechnical employees and customers.

  • Strong analytical and problem-solving skills.

  • Proficient with Microsoft Office Suite or related software.

  • Proficient with or the ability to quickly learn an array of computer hardware and software.

Education /Experience 

  • Minimum associate degree in networking or telecommunications, or in a similar discipline 

  • Preferred bachelor’s degree in computer science or related field preferred.

  • At least 2-3 years of experience in customer technical support highly preferred.

  • Prior experience in sales or technical support in wireless /cellular technologies 

  • Bilingual (English/Korean) a plus but not required 

Physical Requirements 

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

  • Must be able to lift up to 15 pounds at times.

Send your resume and cover letter and salary expectations to john@franklinwireless.com