Technical Support Specialist - Call Center

Summary

This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics, emails and chats.

Location: Richfield, OH 44286

Hours:

M-Thur = 10a to 7p EST In house

Friday = 11a to 8p EST Remote

Duties and Responsibilities

1. *Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.

2. *Interfaces with Technical Support leadership as required.

3. *Solicits information from other departments relative to Customer Support/Satisfaction.

4. *Responsible for the sale of consumable items and non-contract technical services.

5. *Prepares documentation to support diagnostic needs.

6. *Analyzes new and existing product trends affecting Customer Support/Satisfaction.

7. *Provides technical input and solutions relative to field service, training, sales and customer requirements.

8. *Participates in procedural planning as required.

9. Generates reports as required.

10. Performs other miscellaneous duties as assigned.

Job Qualifications

§ Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.

§ Two to three years experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.

§ Proven oral/written communication and interpersonal skills.

§ Previous technical sales experience.

§ Knowledge of LAN/Ethernet required.

§ Proficient keyboarding skills.

§ Strong background in Internet Browsers, hardware, software, terminal emulation, and SCSI devices.

§ Strong background in Windows base operating systems

§ Capable of troubleshooting to resolution most problems with products supported.

§ Must be self-motivated to keep current with technology.

§ Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.