Technical Customer Support Agent

Technical Customer Support Agent

Intellisense Systems, Inc. is a privately held company with a proven track record of developing and deploying innovative products that successfully operate in the most extreme environments. We are a fast-growing Southern California technology innovator that solves tough, mission-critical challenges for our customers in the aerospace, defense, and commercial markets. We design, develop, and manufacture advanced products for ground, maritime, and airborne applications. We're seeking an exceptional Technical Customer Support Agent to join our team. The successful candidate will have a passion for problem-solving and a strong background in customer support and logistics. In this critical role, you will be the main point of contact for our customers, ensuring their experience is smooth and positive from start to finish. You'll be responsible for more than just answering questions – you will be the person who embraces feedback, analyzes trends, and evolves our support strategies to create a culture of continuous improvement.

As Technical Customer Support Agent, You Will:

• Manage all customer inquiries, feedback, and technical support requests via phone and email with a professional and empathetic approach.
• Initiate returns and manage exchanges, ensuring a smooth and positive customer experience.
• Communicate with customers regarding system return status, shipping concerns, and product availability.
• Resolve logistical issues such as lost or delayed shipments, incorrect addresses, and damaged goods.
• Collaborate with the Production and Repair teams to facilitate timely Return Material Authorizations (RMAs).
• Escalate product design issues to engineering.
• Maintain meticulous records of all customer interactions and logistical activities in our CRM and ERP systems.
• Monitor and report on key performance metrics to identify opportunities for process and strategy improvements.
• Contribute to the development of our support strategies by analyzing customer trends and feedback.

What You'll Bring:

• A high school diploma or equivalent is required; a bachelor's degree is a plus.
• 4-6+ years of experience in a technical customer support or logistics role.
• Proficiency with customer relationship management (CRM) software and Enterprise Resource Planning (ERP) software.
• Proficiency with Microsoft Office Suite (Excel, Word, and PowerPoint).
• Exceptional verbal and written communication skills with a customer-centric and empathetic approach.
• Strong analytical, problem-solving, and critical thinking abilities.
• Highly organized with strong time-management skills and the ability to multitask effectively.
• Comfortable working independently and as part of a collaborative, cross-functional team in a fast-paced environment.
• U.S. Citizenship is required. Must be willing and able to obtain a Security Clearance or have active Secret Security Clearance.

What You Can Expect:

• The freedom to take risks, to innovate, and to be rewarded.
• The ability to deliver products that are continually recognized as industry disruptors.
• A partnership with leadership that approaches tasks and requests with urgency.

Pay Range:

$68,000-$80,000. However, base salary for this position will vary based on your skills, qualifications, and experience.

Benefits:

• 4 Weeks PTO a year (including 40 hours of PTO your first day)
• 10 paid holidays
• 401(k) with 100% employer matching up to 4% of salary (no vesting period)
• Multiple options for Medical, Vision, Dental Insurance plans
• Health Savings Accounts
• Flexible Spending Accounts
• Tuition Assistance (30% of Tuition with a minimum qualifying grade)
• 100% Paid Employee Assistance Program (EAP)
• 100% Paid Basic Life and AD&D Insurance
• 100% Paid Workers Compensation Insurance
• Voluntary Life Insurance

The unique culture at Intellisense offers the entrepreneurial spirit of a smaller company with the support and expertise of a larger organization. We are looking for individuals that have a wide breadth of experience while also being subject matter experts in their respective field. With an immediate 40-hours of paid time off and 100% 401(k) matching up to 4% of your annual salary without a vesting period, we recognize that employees are our greatest resource and that finding the right individuals will make our company even better. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us by phone at 424-319-7813 or by email at HRSupport@intellisenesinc.com.

Unless otherwise stated in the requirements section of an individual job listing, our positions require U.S. Citizenship, U.S. Permanent Residency, or other status as a U.S. Person as defined by 8 USC 1324b(a)(3). Intellisense Systems, Inc is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.