Support Specialist II

Description

Position Summary:

This position provides higher-level technical support and assistance to customers via multiple platforms (i.e., chat, email, telephone) for hardware and software products. The Support Specialist will create, follow-up, and complete trouble tickets and return authorizations for our products. This includes good documentation of the issue and troubleshooting products to prevent unnecessary repair volumes. Support Specialist must become familiar with our products and software to be able to resolve issues in a timely manner. This includes but is not limited to scheduling and performing software updates on host PC platforms, Client Server platforms, and in a variety of other data collection devices. The ideal candidate possesses excellent communication skills, patience, the ability to work in a group environment, as well as the desire to provide excellent customer service.

Objectives:

Provide technical meter and software support to external customers, distributors, and internal employees with limited assistance. This includes meter, endpoint, hardware, software, and mobile application support via chat, email, and telephone.

Learn, understand, and be able to describe complex tasks and functions so the customer will understand.

Troubleshoot hardware problems and issue return material authorizations when appropriate. Track products and repair history.

Troubleshoot software problems. Perform transfer file validation requests and provide appropriate feedback.

Coordinate and perform software upgrades to latest versions on host platforms, client server platforms, and reading device platforms.

Provide proper documentation on resolutions. Also, develop and provide documentation for product operation instructions and procedure guidelines.

Aid and mentor lesser experienced team members.

Assist with managing case load

Assist as needed with beta testing, implementation, and training presentations.

Requirements: Education: Associate of Science degree in technical field required; BA/BS Degree in MIS related field preferred

Experience: 2 years of experience in technical, MIS, or support related field. Common knowledge with Microsoft Office Suite: Excel, Word, and PowerPoint

Special Training: Must possess a minimum of soft communication skills.

Ethernet communication skills required.

Experience with servers and networks preferred.

Specific skills and experience in addition to those listed above may be required for specific positions.

Qualifications

Education

Required

Associates or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)