Title: Technical Support Representative Location: Long Beach, California, United States Job Description: W2 Contract to Hire Hybrid, Long Beach, CA 90806 $20-23.50/hr + Benefits In Office Tuesday & Wednesday (6am-3pm). Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm) Key Responsibilities - Review and take action on daily reports, providing timely status updates as needed. - Maintain accurate technical support logs and detailed records while following established company procedures. This includes troubleshooting and resolving issues, including assisting customers over the phone. - Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education. - Potentially train internal associates and external stakeholders in different markets. - Provide technical support to stakeholders across global regions. - Manage multiple support channels for inquiries related to escalations. - Handle escalated issues and customer complaints that require detailed troubleshooting and resolution. - Troubleshoot complex technical issues and determine appropriate solutions. - Provide expedited support for prioritized cases. - Diagnose and validate technical problems or errors, identifying the proper path to resolution. - Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department. - Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue. - Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays. - Conduct daily and weekly audits to ensure documentation remains accurate and complete. - Perform additional duties as assigned by the manager What You Bring Required Qualifications: - High school diploma or GED required - Strong customer experience focus - High level of attention to detail - Background in a contact center or help desk environment - Excellent written and verbal communication skills - Ability to work independently or as part of a team - Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards - Ability to occasionally lift up to 20 lbs Preferred Skills - Experience working on side projects aimed at improving business operations and efficiency - Basic to intermediate proficiency in Excel and Smartsheet - Bilingual in Spanish TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.