Customer Care Technician I
MTI is a leading provider of rich customer experiences for many of the country’s top retailers and brands. MTI interactive merchandising products enhance the shopping experience by matching shoppers with products and encouraging in-store demonstration. MTI brings consumer products and product knowledge to the consumer’s fingertips, turning curious browsers into confident buyers.
We have led the way in interactive merchandising since 1977. Continuing to lead this market with new and innovative technology, MTI is a premier supplier to the world’s leading brands including Wal-Mart, Target, Best Buy, Circuit City, Verizon, T-Mobile, Nokia, and Sony. We’ve experienced tremendous growth over the last five years and are now positioned for explosive growth in variety of new retail segments. MTI has a well earned reputation in the Consumer Electronics Retail segment and is now aggressively exploring other retail segments to support our continued growth.
Summary
The Customer Care Technician I role exists to ensure customer satisfaction and act as the primary customer contact for the MTI Customer Care Call Center. Provides high-touch, personalized customer support to both internal and external partners. Continually strives to exceed customer expectations regarding response time, product knowledge, effective problem resolution, stellar service and overall MTI operational knowledge. Drives the customer experience within MTI’s Customer Care Center to ensure that our client and customer’s needs are not only met but exceeded. This individual may also be assigned additional special tasks at the discretion of the Service Supervisor. Essential duties and responsibilities include:
- Shows passion for and delivers exceptional customer service while providing Tier 1 Technical Support for all MTI products
- Answers incoming telephone calls and emails in a call center environment keeping a “customer first” mentality from call engagement until call conclusion.
- Processes parts/service orders
- Collects call data and manages to performance metrics
- Provides effective support to Field Technicians working remotely
Requirements
- High School Diploma or equivalent required
- Three (3) or more years previous customer service experience required, preferably in a high volume call center environment
- Shows a passion for and is consistent in servicing internal and external customers
- Thorough knowledge of all Microsoft Office programs, especially Excel
- Capable of learning MTI’s products, processes and organization
- Demonstrated ability to multi-task a must
- Ability to interact and interface effectively with all levels of internal and external customers
- Prior experience in order processing and RMA (Return Materials Authorization) a definite plus
- Previous experience with ERP/MRP system preferred
- Previous experience in a factory, distribution or retail environment a plus
- Experience in the electronics industry strongly preferred
This position reports to the Service Supervisor and is located at MTI headquarters in Hillsboro, Oregon near the Max tracks. For more information about MTI, please visit our web site at www.mti-interactive.com. For consideration, please send your cover letter, resume and salary requirements to jobs@mti-interactive.com. Persons not including a cover letter and salary requirements may not be considered for the position. MTI is an Equal Opportunity Employer and Drug Free work environment.
Email: jobs@mti-interactive.com
Fax: 503.648.7500
MTI | 1050 NW 229th Avenue | Hillsboro, Oregon 97124
