Tech Support (Call Center)
TCWGlobal
Long Beach, CA
Full-time
Posted Mar 9, 2026
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via LinkedIn
Job Description
d company procedures. This includes troubleshooting and resolving issues, including assisting customers over the phone.
• Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education.
• Potentially train internal associates and external stakeholders in different markets.
• Provide technical support to stakeholders across global regions.
• Manage multiple support channels for inquiries related to escalations.
• Handle escalated issues and customer complaints that require detailed troubleshooting and resolution.
• Troubleshoot complex technical issues and determine appropriate solutions.
• Provide expedited support for prioritized cases.
• Diagnose and validate technical problems or errors, identifying the proper path to resolution.
• Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department.
• Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue.
• Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays.
• Conduct daily and weekly audits to ensure documentation remains accurate and complete.
• Perform additional duties as assigned by the manager.
What You Bring
Required Qualifications:
• High school diploma or GED required
• Strong customer experience focus
• High level of attention to detail
• Background in a contact center or help desk environment
• Excellent written and verbal communication skills
• Ability to work independently or as part of a team
• Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards
• Ability to occasionally lift up to 20 lbs
Preferred Skills
• Experience working on side projects aimed at improving business operations and efficiency
• Basic to intermediate proficiency in Excel and Smartsheet
• Bilingual in Spanish
• Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education.
• Potentially train internal associates and external stakeholders in different markets.
• Provide technical support to stakeholders across global regions.
• Manage multiple support channels for inquiries related to escalations.
• Handle escalated issues and customer complaints that require detailed troubleshooting and resolution.
• Troubleshoot complex technical issues and determine appropriate solutions.
• Provide expedited support for prioritized cases.
• Diagnose and validate technical problems or errors, identifying the proper path to resolution.
• Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department.
• Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue.
• Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays.
• Conduct daily and weekly audits to ensure documentation remains accurate and complete.
• Perform additional duties as assigned by the manager.
What You Bring
Required Qualifications:
• High school diploma or GED required
• Strong customer experience focus
• High level of attention to detail
• Background in a contact center or help desk environment
• Excellent written and verbal communication skills
• Ability to work independently or as part of a team
• Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards
• Ability to occasionally lift up to 20 lbs
Preferred Skills
• Experience working on side projects aimed at improving business operations and efficiency
• Basic to intermediate proficiency in Excel and Smartsheet
• Bilingual in Spanish
Qualifications
- • High school diploma or GED required
- • Strong customer experience focus
- • High level of attention to detail
- • Background in a contact center or help desk environment
- • Excellent written and verbal communication skills
- • Ability to work independently or as part of a team
- • Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards
- • Ability to occasionally lift up to 20 lbs
Benefits
- • $20-23.50/hr + Benefits
Responsibilities
- • Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm)
- • Review and take action on daily reports, providing timely status updates as needed
- • Maintain accurate technical support logs and detailed records while following established company procedures
- • This includes troubleshooting and resolving issues, including assisting customers over the phone
- • Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education
- • Potentially train internal associates and external stakeholders in different markets
- • Provide technical support to stakeholders across global regions
- • Manage multiple support channels for inquiries related to escalations
- • Handle escalated issues and customer complaints that require detailed troubleshooting and resolution
- • Troubleshoot complex technical issues and determine appropriate solutions
- • Provide expedited support for prioritized cases
- • Diagnose and validate technical problems or errors, identifying the proper path to resolution
- • Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department
- • Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue
- • Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays
- • Conduct daily and weekly audits to ensure documentation remains accurate and complete
- • Perform additional duties as assigned by the manager