Technical Support Specialist - Service Center Support

About us:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

Job Summary

We are seeking a Technical Support Specialist to provide technical support to customers on behalf of the service centers. This role involves assisting customers via phone, email, or chat by diagnosing product issues, guiding them through troubleshooting steps, and ensuring a positive resolution. While this position does not involve hands-on repair, prior repair experience is required to deliver accurate and effective support.

Key Responsibilities
• Handle incoming customer inquiries related to product performance and repair needs.
• Troubleshoot product issues remotely and provide clear, step-by-step guidance.
• Apply prior hands-on repair experience to ensure accurate and practical solutions.
• Document customer interactions, reported issues, and resolutions in the system.
• Advise customers on service and repair options, including warranty-related processes.
• Coordinate with service centers when an in-person repair or replacement is required.
• Maintain service quality by adhering to customer satisfaction and response time standards.

Qualifications & Requirements
• 3-5 years of hands-on product repair experience (electronics, appliances, or similar equipment strongly preferred).
• Strong troubleshooting and diagnostic skills with the ability to explain technical issues clearly to customers.
• Prior experience in a customer service, technical support, or call center environment preferred.
• Excellent communication skills, both verbal and written.
• Customer-focused mindset with problem-solving abilities.

Preferred Qualifications
• Technical certifications in electronics repair or related fields.
• Experience supporting customers in consumer electronics, appliance, or device industries.
• Familiarity with CRM, ticketing systems, and warranty processes.

Other Qualifications: 

• Legally authorized to work in the US without any restriction/s