Customer Support & RMA Coordinator chez TSItouch Inc.

Description

We are seeking a motivated and detail-oriented Customer Support & RMA Coordinator to join our team. This entry-level position is ideal for individuals who are highly organized, comfortable with computers, and eager to learn. You’ll be the first point of contact for customers, assisting with inquiries, troubleshooting, and coordinating return merchandise authorization (RMA) processes. On-the-job training will be provided.

You will report to the Director of Customer Service. 

This is a full-time on-site position.

Requirements

Key Responsibilities: 

· Answer incoming customer calls and respond to support emails in a professional, timely manner. 

· Triage and document customer issues, providing basic troubleshooting steps where applicable. 

· Escalate complex technical cases to Tier 2 support or engineering teams as needed. 

· Coordinate RMA requests, ensuring accurate documentation and clear communication with customers. 

· Track and follow up on open cases to ensure resolution and customer satisfaction. 

· Track product warranties and verify coverage when processing support and return requests. 

· Maintain accurate records in the ticketing system and CRM. 

· Collaborate with other departments (logistics, technical support, etc.) to ensure smooth case handling. 

· Assist with maintaining inventory records related to returned products and replacement stock. 

Experience and Education Required/Desired: 

• High school diploma or equivalent (Associate’s or Bachelor’s degree a plus). 

• Strong organizational skills and attention to detail 

• Excellent written and verbal communication skills. 

Skills Required 

• Basic computer literacy, including comfort with email, ticketing systems, and standard office applications. 

• Ability to multitask in a fast-paced environment. 

• Possess good oral and written communication skills 

• Possess good time management skills, and high work ethic 

• Be a positive contributor to team participation 

• Positive attitude and eagerness to learn new skills. 

• Lifting boxes and pushing carts of up to 50 pounds is required on a regular basis 

• Ability to perform all above-mentioned duties with or without accommodations in a warehouse that is unheated and not air-conditioned.