PADI · 4 hours ago
Technical Customer Support Representative
Rancho Santa Margarita, CA
Full-time
Hybrid
Entry Level
$20/hr - $23/hr
1+ years expPADI is a leading scuba diving agency that has been shaping the future of diving since 1966. They are seeking a Technical Customer Support Representative II to provide intermediate-level technical support and customer assistance, ensuring a high-quality customer experience while resolving product-related issues.
DivingMarine TechnologyRecreationSportsTrainingTravel
Responsibilities
Diagnose and identify root causes of customer-reported issues using internal systems, customer data, and collaboration with cross-functional teams
Provide real-time troubleshooting support during customer interactions and submit service requests to Product & Technology teams when escalation is required
Coordinate follow-up with customers when issues cannot be immediately resolved, setting clear expectations and timelines
Educate customers on alternative solutions or workarounds while issues are under review
Partner with Product teams to provide user SQA testing feedback in support of product and project development
Deliver a high-quality customer experience by actively listening, asking clarifying questions, and accurately assessing customer needs
Build customer loyalty through timely and effective follow-up on service requests and issue resolution
Monitor and communicate service request status using tools such as Zendesk and Salesforce
Serve as an advocate for members and customers by escalating trends or recurring issues to senior team members or relevant departments as appropriate
Respond to member and consumer inquiries related to eLearning, eCards, online accounts, application status, and related services
Accurately document customer interactions, including inquiries, actions taken, and outcomes, in designated systems
Manage assigned workflows, service queues, and membership or student accounts to meet established service levels
Review, coordinate, and process service requests across all membership levels in a timely manner
Provide daily reports on assigned processes and performance metrics, as directed
Support departmental workload fluctuations, including ticket management, processing, filing, image verification, callouts, and email support
Participate in training and continuous learning to maintain proficiency in tools, systems, and products
Maintain strict confidentiality regarding sensitive customer and employee information
Adhere to all company policies and procedures, including those outlined in the PADI Employee Handbook
Qualification
Required
High school diploma or General Education Degree (GED) required
Minimum 1 year of customer service and technical support experience, or an equivalent combination of education and experience
Demonstrated analytical skills to diagnose technical issues and determine appropriate resolutions
Ability to clearly document technical issues, findings, and resolutions
Proficiency in troubleshooting digital products, applications, and systems
Working knowledge of Microsoft Office applications
Ability to read, analyze, and interpret business documentation, technical procedures, and regulations
Ability to draft reports, business correspondence, and procedural documentation
Ability to communicate effectively with customers, managers, and cross-functional partners
Fluency in a second language is a plus
Ability to apply common-sense understanding to carry out detailed instructions in written, oral, or diagram form
Ability to solve practical problems and adapt to situations with limited standardization
Ability to interpret and follow instructions in multiple formats
Demonstrates professionalism, accountability, and collaboration in support of team objectives
Follows established procedures and accepts constructive feedback
Interacts respectfully and effectively with coworkers and customers
Contributes to a positive, inclusive, and productive team environment
Strong written and verbal communication skills
Excellent organizational and time-management skills with the ability to prioritize tasks
Detail-oriented with a high level of accuracy
Professional phone presence and customer-focused demeanor
Ability to multitask, adapt to change, and work effectively under pressure
Strong interpersonal, negotiation, and conflict-resolution skills
Demonstrated commitment to customer satisfaction and service excellence
Typing proficiency of approximately 75 words per minute
Cultural awareness and sensitivity when interacting with a diverse global customer base
Preferred
Experience using Zendesk and Salesforce
Benefits
Flexible hours
Comprehensive benefits
Company
PADI
PADI® (Professional Association of Diving Instructors®) is the world’s largest ocean exploration and diver organization, operating in 186 countries and territories, with a global network of more than 6,600 dive centers and resorts and over 128,000 professional members worldwide.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-03-21Acquired
Leadership Team
Lisa Nicklin
Vice President PADI Club & Media
Recent News
2025-10-31
Zawya.com
2024-11-24
2024-04-07
Company data provided by crunchbase