Technical Support Representative

The Technical Support Representative role at Guitar Center centers on delivering customer service assistance for order issues, shipping and warranty claims, special orders, and private brand inquiries. The position requires strong communication, problem solving, and collaboration across multiple teams to resolve issues and meet service level goals.

Location

Draper, UT onsite

Responsibilities

• Communicate with internal and external customers by phone and email regarding order issues, service requests, and concerns.
• Research, resolve, and follow up on order issues by coordinating with third-party vendors and internal partners.
• Provide timely, accurate, and professional support with a customer-focused approach.
• Meet service level agreements, contact-per-hour targets, and other performance goals established by management.
• Perform additional duties as assigned.
• Handle inbound calls and emails from customers and stores contacting Private Brand companies.
• Provide technical support, answer warranty-related questions, process replacement parts requests, and assist with product repairs.
• Support warranty-related needs for select vendors and Asurion.
• Contact customers regarding unpaid gear shipments, short payments, or advance returns that were not returned.
• Provide support to warehouses for return-related issues and escalated shipping requests.
• Partner with CYCCOM and store teams to resolve complex order issues.
• Assist with customer loyalty point issues within CCC.
• Manage claims with shipping carriers for lost or damaged packages caused by carrier error.
• Process re-route requests, return-to-shipper requests, and related shipping actions.
• Support issues involving international shipping through Borderfree.
• Resolve issues related to drop-ship orders shipped directly from vendors to customers.
• Coordinate with vendors and inventory teams to determine pricing, availability, and SKUs for special order items, and provide updates for these requests.
• Begin leveraging AI-based tools and resources to improve efficiency and support customer service processes.
• Accurately document customer interactions and maintain data integrity within business systems.
• Navigate technology systems, equipment, and computer programs required to support customer communication, service, and business needs.
• Maintain proficient typing speed and accuracy.
• Collaborate with team members to share knowledge, resolve issues, and improve overall team performance.
• Contribute to a positive, supportive, and team-oriented work environment.
• Work effectively with internal departments, external vendors, stores, and customers to accomplish shared goals.

Requirements

• Minimum 1 year of experience in customer service, collections, or related fields.
• 1–3 years of customer service, collections, or related experience preferred.
• Strong verbal and written communication skills.
• Strong interpersonal skills with the ability to communicate clearly, professionally, and courteously with diverse audiences.
• Ability to learn quickly and perform effectively in a fast-paced environment.
• Basic proficiency with computers, digital tools, and business systems.
• Strong attention to detail and ability to manage multiple priorities.
• Open to feedback and coaching.
• Reliable, accountable, and committed to attendance expectations.
• Positive, team-oriented, and customer-focused.

Technologies

• AI-based tools
• Borderfree
• CCC
• CYCCOM
• Asurion