Technical Support Representative

Title: Technical Support Representative

Location: Long Beach, California, United States

Job Description:

W2 Contract to Hire

Hybrid, Long Beach, CA 90806

$20-23.50/hr + Benefits

In Office Tuesday & Wednesday (6am-3pm).

Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm)

Key Responsibilities

• 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

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

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.