Automotive Tech Support - Virtual

WAI - an international automotive parts company is looking for a Tech Support Technician. This position will be responsible for answering customers' questions, troubleshooting customer issues, diagnosing root cause for resolution and ensuring customer satisfaction with our products and services.
Ideally, the candidate for this position can commit 40 hours a week to this role.

Primary/Key Responsibilities

Respond to customer technical questions related to WAI offered product
Direct use of Lester Kwick Finder to
? identify product applications
? determine use of correct components for specific items
? determine product specification
Direct use of WAI website to
? review specifications of electronic components based on Product Data Sheets
? define proper use of electronics based on applications requirements
? compare product feature based on website images
Direct use of All Data to
? review electric schematics of vehicle applications to determine product functionality
? identify installation procedures
? determine troubleshooting methodology
Direct use of our Quality Response System to
? review possibility of quality problem based on history of customer complaints
? record potential quality problems based on direct customer communication
Internet research to find additional information about product technical requirements, specifications, applications and cross references.
Support and interaction with other WAI departments such as Sales and Customer Service if required.
Gain & maintain the trust and confidence of all customers to receive their repeat business in the future. This means being “the voice of the customer”
Performs other duties as assigned

Education: High School diploma or general education degree (GED); or three + years related experience and/or training; or equivalent combination of education and experience.
Years of Experience: 3+ years of related experience
Special Certifications or Technical Skills: Automotive Service Excellence certificate - ASE certification or ---------- puter Skills: Good computer skills in a Windows environment including knowledge of Microsoft Office, Excel, and Outlook
Skills and Ability: Good oral communication skills and good telephone manners. Ability to read and understand technical drawings, and electric schematics.
Language Skills: English, Spanish very welcome.
Country Specific Accountabilities: Work within Pacific Standard Time zone.
Personal Attributes: Work self-sufficiently, uses time efficiently, works well under pressure, customer focus.