Customer Service Representative & Basic Tech Support - WFH/Hybrid
We're Hiring! Join Us as a Customer Service Representative
Are you technically inclined and passionate about solving complex problems? Do you enjoy helping customers troubleshoot equipment and guiding them step-by-step to solutions? We’re looking for a proactive Customer Service Representative to provide expert assistance across phone, email, and chat channels.
As part of our Customer Support team, you’ll be the go-to expert for diagnosing issues, guiding installations, and ensuring our customers get the most out of their machines.
What You’ll Be Doing
Provide Technical Assistance – Handle incoming technical inquiries, troubleshoot hardware and software concerns, and guide customers through step-by-step solutions via phone, chat, and email.
Diagnose & Resolve Issues – Identify root causes of equipment malfunctions and provide clear, safe, and accurate solutions. Escalate complex cases when necessary.
Support Machine Setup & Configuration – Assist customers with machine installation, calibration, firmware updates, and software compatibility.
Be the Product Expert – Develop in-depth knowledge of our equipment, components, safety procedures, and troubleshooting workflows.
Document & Track Cases – Accurately log all interactions, solutions provided, and next steps in our CRM system.
Maintain KPIs – Meet performance targets related to response time, resolution quality, and customer satisfaction.
Collaborate Across Teams – Work closely with Sales, Operations, and Engineering teams to ensure a seamless customer experience.
Bonus Points If You Have Experience With:
- Laser engraving machines (CO2 or Fiber lasers)
- Laser cutting systems
- CNC or fabrication equipment
- Industrial or commercial printers
- LightBurn, RDWorks, EZCAD, or similar software
- Basic mechanical or electrical troubleshooting
- Replacing components (laser tubes, power supplies, mirrors, lenses, belts, etc.)
Hands-on technical knowledge is a strong advantage.
What We’re Looking For- Prior experience in Customer Support (BPO experience is a plus)
- Strong problem-solving and analytical skills
- Excellent written and verbal communication
- Ability to explain technical processes in a simple, customer-friendly way
- Familiarity with CRM tools such as Zendesk or Salesforce
- Calm and composed under pressure
- At least a high school diploma (Technical/Vocational background preferred)
- Start as WFH but will switch to onsite later on or just even hybrid setup
- Rotating shifts, including weekends and holidays, depending on business demand
- Competitive base salary with performance incentives
- Government-mandated benefits and health insurance
- Career advancement opportunities in technical and operations roles
- A collaborative work culture that values expertise and innovation