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.
