Draper, UT

Support Jobs in Draper, UT

2 jobs found

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7d ago

Technical Support Representative

Guitar Center Draper, UT

Draper, UT

7d ago

Full time Contact Center Customer Service Customer Support

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Job Description

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

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1mo ago

Technical Support Specialist

Tesla Draper, UT

Draper, UT

1mo ago Closed

Full time Customer Service Customer Support Help Desk

This position is no longer accepting applications (closed Jun 24, 2026).

Job Description

Join Tesla as a Technical Support Specialist with our Residential Energy team in Draper, Utah, onsite. This role delivers multi-channel technical support, diagnosing issues, and helping customers maximize the benefits of Tesla energy solutions. Tesla offers a robust benefits package and a culture focused on innovation and meaningful impact in sustainable energy.

Benefits

Medical plans with plan options and $0 payroll deduction
Family-building, fertility, adoption and surrogacy benefits
Dental (including orthodontic coverage) and vision plans, both with $0 paycheck contribution options
Company paid Health Savings Account (HSA) contribution when enrolled in the High-Deductible medical plan with HSA
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
Company paid Basic Life and AD&D
Short-term and long-term disability insurance (90 day waiting period)
Employee Assistance Program
Sick and Vacation time, flexible time for salary positions, accrued hours for hourly positions, and paid holidays
Back-up childcare and parenting support resources
Voluntary benefits including critical illness, hospital indemnity, accident insurance, theft and legal services, and pet insurance
Weight loss and tobacco cessation programs
Tesla Babies program
Commuter benefits
Employee discounts and perks program

What to Expect

As a Technical Support Specialist, you will provide comprehensive support with a strong emphasis on clear communication and technical expertise. You will handle inquiries across account management, billing, contractual matters, and technical challenges, using state-of-the-art diagnostic tools to perform real-time analyses and deliver swift, effective resolutions that drive meaningful customer outcomes.

The ideal candidate is customer-focused, experienced in diagnosing complex issues, and capable of translating technical concepts into simple, actionable guidance. You will join a dynamic, purpose-driven team dedicated to advancing sustainable energy solutions and making a tangible impact for Tesla customers.

Responsibilities

Provide world-class technical support via phone, chat, and email while meeting team KPIs and quality expectations
Maintain strong product knowledge, follow established workflows and SOPs, and adapt to new tools, features, and troubleshooting methods in a fast-changing environment
Coordinate with service, field, and technical partners as needed and proactively report patterns or emerging issues to improve products and processes
Communicate clearly in writing and verbally, translating complex technical concepts into simple, actionable guidance
Document all interactions with detailed steps, and escalate cases thoughtfully with clear problem statements and diagnostic information
Diagnose Energy product issues by reviewing logs, app data, single-line diagrams, and monitoring tools to determine the correct resolution path

Requirements

Experience supporting hardware, software, or connected systems in a technical support environment
Flexibility to support changing priorities, surge needs, and scheduling that may include weekends or holidays
Technical aptitude with a continuous learning mindset to stay current on new Energy products, updates, and workflows
High attention to detail in diagnostics, documentation, and escalation practices using case management tools
Customer-focused mindset with ownership and accountability for resolving cases end-to-end
Strong analytical troubleshooting skills with excellent written and verbal communication to simplify complex technical topics
Foundational understanding of electrical concepts, home networking, and mobile app usage for device and system management

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Support Jobs in Draper, UT

Technical Support Representative

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