The Customer Support Specialist II is the primary liaison between Electro Rent’s customers and operations.  He or she provides remote troubleshooting, technical advice on the operation of the equipment and facilitates resolution for equipment related problems or service issues on equipment that has been rented, leased or purchased from Electro Rent.

• Responds to escalated customer service call, provides resolution to equipment related problems, and provide technical operation assistance
• Implements exchange order (XOP), repair orders (XOR and CSO), value adds, equipment licenses and other updates a change in ER enterprise computer system
• Manages assigned calls until close, with timely accurate records of actions taken and customer questions and statements
• Provides quality control information on calls and performs quality control inspections
• Performs other related duties as assigned, in accordance with business needs and organizational goals.

• Knowledge typically gained through four (4) years technical field service experience or technical support
• Knowledge of PERFECT and Microsoft EXCEL.
• Product knowledge typically gained through technical schooling or manufacturer’s training. PMEL Certification preferred.
• Comprehensive understanding of multiple operating systems
• Self-motivated and goal-oriented with excellent problem resolution skills
• Excellent customer service skills and manner and the ability to communicate technical information clearly, calmly and professionally