Neptune Systems is still growing! We are looking for yet another technical support representative. If you are interested in working in the Saltwater Aquarium Industry for one of the industry’s leading manufacturers, then this might be the job for you.

Our preferred candidate is someone with a passion for BOTH Saltwater Aquariums AND all things technical. The candidate should also have a thorough knowledge of computer networking. Most of all, this person MUST be self-motivated, customer-focused, and have a passion for customer satisfaction. The person in this role will be in a critical position at the company as they will have direct contact with our customers, solving their problems, and helping them get the most out of their Neptune Systems’ products.

The person in this role is responsible for managing customer relationships and providing technical support. Their typical day will consist of providing superior phone-based customer support, email support, communicating product information with our end users, helping set up networking and configuration of our products, and handling warranty and RMA issues.

This position will be based in Morgan Hill, CA. Compensation will be based on experience and we will propose a relocation assistance program for the right candidates. Please submit your resume with a cover letter explaining why you think you are the right candidate for Neptune Systems. Send these to [email protected]. In the Subject please include Technical Support Rep.

Core Responsibilities:
• Answer incoming phone calls
• Provide technical support via phone or email
• Manage support using HelpDesk and Knowledgebase
• Handle all warranty verifications and issues
• Respond promptly to customer inquiries and requests
• Detailed logging of issues data, and customer call logs for analysis
• Contribution to our online knowledge base and forums

Experience and Qualifications:
Minimum Requirements:
• High School Degree
• Experience with network troubleshooting (routers, forwarding, etc.)
• Excellent communication skills (both written and verbal)
• Customer empathy (can put yourself in customers shoes)
• Must have excellent “people-skills” even when dealing with difficult people and stressful situations
• Able to think and reason in an analytic fashion
• Experienced Saltwater Reef Aquarist
• Proficient in Microsoft Word, Excel, Outlook and PowerPoint
• Type at least 65wpm