Technical Support Representative

PURPOSE OF THE JOB

The Technical Support Representative provides customer service support to both internal and external customers. This role assists with order-related issues, special order requests, shipping claims, warranty claims, collections, private brand support, and other customer service functions as assigned. The position requires strong communication skills, attention to detail, problem-solving ability, and the ability to work effectively across departments, vendors, and business partners.

KEY RESPONSIBILITIES

Customer Experience & Support

• Communicate with internal and external customers by phone and email regarding order issues, service requests, and customer concerns.
• Research, resolve, and follow up on customer order issues by coordinating with third-party vendors and internal business partners.
• Provide timely, accurate, and professional support while maintaining a customer-focused approach.
• Meet service level agreements, contact-per-hour expectations, and other performance goals established by management.
• Perform additional duties as assigned.
• Adhere to service level agreements and contacts per hour goals set by management

This position will support one of the following specialty areas:

Private Brands Support

• Handle inbound calls and emails from customers and stores contacting Private Brand companies.
• Provide technical support, answer warranty-related questions, process replacement parts requests, and assist with product repairs.
• Support warranty-related needs for select vendors and Asurion.

Resolutions Support

• Contact customers regarding unpaid gear shipments, short payments, or advance returns that were not returned.
• Provide support to warehouses for return-related issues and escalated shipping requests.
• Partner with CYCCOM and store teams to resolve complex order issues.
• Assist with customer loyalty point issues within CCC.

Shipping Support

• Manage claims with shipping carriers for lost or damaged packages caused by carrier error.
• Process re-route requests, return-to-shipper requests, and related shipping actions.
• Support issues involving international shipping through Borderfree.
• Resolve issues related to drop-ship orders shipped directly from vendors to customers.

Special Orders Support

• Coordinate with vendors and inventory teams to determine pricing, availability, and SKUs for special order items.
• Provide accurate updates and support related to special order requests.

Digital Tools & AI Optimization

• Begin leveraging AI-based tools and resources to improve efficiency and support customer service processes.
• Accurately document customer interactions and maintain data integrity within business systems.
• Navigate technology systems, equipment, and computer programs required to support customer communication, service, and business needs.
• Maintain proficient typing speed and accuracy.

Team Contribution

• Collaborate with team members to share knowledge, resolve issues, and improve overall team performance.
• Contribute to a positive, supportive, and team-oriented work environment.
• Work effectively with internal departments, external vendors, stores, and customers to accomplish shared goals.

Professional Experience & Requirements

• 13 years of customer service, collections, or related experience preferred.
• Strong verbal and written communication skills.
• Strong interpersonal skills with the ability to communicate clearly, professionally, and courteously with diverse audiences.
• Ability to learn quickly and perform effectively in a fast-paced environment.
• Basic proficiency with computers, digital tools, and business systems.
• Strong attention to detail and ability to manage multiple priorities.

Mindset & Approach

• Open to feedback and coaching.
• Reliable, accountable, and committed to attendance expectations.
• Positive, team-oriented, and customer-focused.

Why join us?

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid jobrelated requirements.

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