Customer Tech Support RepresentativeAug 29, 2015

Job Description

Griffin Technology, a member of the Incipio Group of companies, designs cutting edge consumer technology accessories and devices such as the Survivor iphone and iphone covers, wireless entertainment speakers and power supplies.  We are currently looking for someone with a passion for consumer electronics who enjoys troubleshooting and helping others.  This person will provide end user support and technical issue resolution via email and phone, and contribute to the best customer service and technical support team in the industry supporting multiple brands such as Griffin, Incipio, and Braven.  The ideal person will have knowledge of consumer technology such as iphones, ipads, smartphones and wireless devices.  Professional written and verbal skills and exceptional phone and email etiquette are key skills needed to ensure our customers receive top-notch service.  This position requires the ability to work in a fast-paced work environment, handle a high volume of emails and phone calls in a friendly manner, while simultaneously processing orders, warranty claims, return and exchange requests.  This is a 2nd shift and weekend position.

This position requires afternoon/evening and weekend hours with variable work schedules.



Job Responsibilities


  • Act as the primary liaison for all customers
  • Professionally handle calls from customers and ensure that issues, concerns, and/or questions are resolved both promptly and thoroughly
  • Professionally handle all inbound communications via phone, email, live chat or social media
  • Use telephones to reach out to customers and verify account information
  • Troubleshoot customer issues over the phone, including technical help and troubleshooting
  • Maintain a balance between company policy and customer benefit in decision making
  • Handle customer concerns in the best interest of both the customer and the company
  • Process online orders
  • Assist with placement of orders, refunds, or exchanges
  • Customization project design
  • Handle changes in policies
  • Continuously evaluate and identify opportunities to drive process improvement that positively impacts the customer’s experience
  • Sell products and services

Job Requirements

  • A sincere motivation and passion for gadgets, consumer electronics, and assisting end users in a patient and professional manner.
  • Ability to work 2nd shift  (1PM to 10PM) and weekend day hours
  • Excellent reading comprehension, spelling, grammar, and problem-solving
  • Exceptional phone, email, and chat etiquette
  • Knowledge of Macs, including knowledge of various operating systems and standard applications.
  • Knowledge of PCs, including XP and Vista
  • Typing proficiency: 40-60 wpm
  • Self motivated, detail-oriented and organized
  • Strong organizational & communication skills
  • Must be able to multitask
  • Fluency in other languages is a plus
  • At least two years of post-secondary education required. A four-year degree is preferred
  • Previous work experience in Customer Service or other Service Industries is preferred (Ecommerce experience is a plus)
  • Proficiency in Microsoft Office 2007/2010 (Outlook, Excel, Word, etc.)
  • Photoshop & Zendesk Customer Service Platform knowledge a plus


  • Location: Nashville TN
  • This position is: Full-Time
  • We are looking to fill this position immediately.
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