Technical Support Representative, L1

About Us

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.

Every person here is a key player in our success.  We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.
 

Job Description:

The Technical Support Representative will work with internal and external customers on technical issues. This is a non-technical, service-focused role ideal for individuals with a background in call centers and helpdesk.

What you’ll do:

Primary Responsibilities:

• Production of timely and detailed service reports.

• Appropriately actioning daily reports and providing status updates in a timely manner.

• Keeping meticulous records and technical support logs, follows established company procedures and but not limited to strategic problem solving.

• Interacting with and providing support to stakeholders across the globe.

• Handling inbound inquires through phone, email and instant messaging and routing to appropriate support groups.

• Providing expedited support for prioritized cases.

• Generate Return Material Authorizations (RMAs) and track RMAs until back in house.

• Arranges for inbound and outbound transportation of repaired equipment as well as the collection of any loaned devices (as necessary)

• Performs other duties as assigned

What you need to know:

Experience/Skills/Education:

Required:

• High school diploma or GED required

• 0-1 years of experience in a call center or technical support environment  

• Customer experience focused

• Detail oriented

• Excellent oral / written communication

• Ability to work as a team or independently

• A data entry or contact center or helpdesk background

• Occasionally able to lift to 20lbs

• Basic to Intermediate skills in Excel and Smartsheet applications

Desired:

• Works on side projects designed to improve business operations and efficiency

• Bilingual (Spanish)

Hydrafacial is proud to be an equal opportunity employer.  We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, gender identity, gender expression, age, disability, genetic information, pregnancy or any other protected characteristic as outlined by color, federal, state or local laws.  We are committed to working with and providing accommodation to applicants with physical and mental disabilities. 
 

Hydrafacial does not accept unsolicited assistance or resumes/CVs from third party search firms. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral or CV/resume submitted by a search firm to any employee at our company without a valid written search agreement. If we need additional support, we will be sure to reach out directly to one of our preferred providers. Please no phone calls or emails.