Product Technical Support Representative

Magpul Industries is seeking a Product Technical Support Representative to support the Magpul customer experience through product and technical assistance. This onsite role in Cheyenne, WY focuses on troubleshooting, resolving customer and internal issues, and maintaining accurate systems and records.

Role Summary

The Product Technical Support Representative owns and promotes the customer experience by researching, troubleshooting, resolving, and escalating technical issues as needed. The role also manages customer complaints and supports order and customer information systems, including ERP and CRM updates.

Key Responsibilities

• Research technical issues reported by customers.
• Troubleshoot, research, and resolve technical issues for customers and employees via email, phone, or website submission.
• Receive and manage customer complaints and coordinate the resolution process.
• Answer basic product operation questions and escalate to the manager when required.
• Explain complex ideas clearly, respectfully, and in a simple manner.
• Provide backup support to other group members as needed.
• Inform customers of unit prices, shipping dates, anticipated delays, and additional information required.
• Receive, process, and verify customer orders using the company’s ERP system and customer purchase orders.
• Maintain and update accurate records in the Magpul Customer Relationship Management (CRM) system.
• Complete computer transactions required for proper customer processing in the Magpul ERP system.
• Communicate with customers through telephone, fax, and/or email.
• Compute price, discount, and shipping charges as required.
• Initiate actions for order changes, including maintaining order and customer information files, and communicate updates to the appropriate personnel or departments.
• Initiate required actions for product returns when applicable.
• Coordinate with production, shipping, and warehouse teams to expedite or trace missing or delayed shipments.
• Provide timely and accurate information for incoming customer order status questions.
• Provide timely feedback to Magpul management regarding service failures or customer concerns.
• Actively support customer retention by promoting the organization to existing customers.
• Follow corporate policies, guidelines, and statutory requirements, and recommend policy or guideline updates to senior management as needed.
• Continually update knowledge on new and existing product lines.
• Understand the sales process and perform up-sells when appropriate.
• Work overtime as required by departmental workload.
• Perform duties that require extended sitting while working on a computer and speaking on the phone.
• Other duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• 2+ years in customer service and/or technical support as a representative in a high-volume call environment.
• Knowledge of firearms platforms is required.
• Experience in the firearms industry is a plus.
• Ability to perform basic math (addition, subtraction, multiplication, division).
• Excellent verbal and written communication skills with the ability to concisely convey product information.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple projects; dynamic self-starter able to work independently with minimal supervision and meet deadlines.
• Ability to learn new concepts and products in a dynamic environment.
• Strong customer service skills and ability to adapt to different personalities.
• Enthusiastic, cooperative, and positive with a solution-oriented focus.
• Proficiency in Microsoft Office Suite and ability to learn new systems.
• Ability to solve problems using proper analysis and fact finding.

Technologies

• Magpul Customer Relationship Management (CRM)
• ERP system
• Microsoft Office Suite

Reporting & Work Details

• This position reports to the Customer Service Supervisor.
• Location: Cheyenne, WY (onsite)
• Salary: USD 20 - 22 per hourly

Benefits

• Medical, dental, vision, life, and long-term disability insurance
• Voluntary short-term disability and accident insurance
• 401(k) Plan

Additional Eligibility Information

• Must be eligible to work in the United States for any employer.
• Applicant must be authorized to receive Technical Data and/or Technology under U.S. export control laws.
• Any offer is contingent on passing a background check that includes restricted party screening. For Foreign Persons, the company must obtain all necessary export licenses.
• Applicant will be required to pass a criminal background check and drug screening.
• Magpul is an equal opportunity employer (Disabilities/veterans).