The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.
As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
30% - Support & Enablement:
Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
Monitors system updates to remain aware of common problems users are experiencing
Actively listens to and builds rapport with end users to elicit problem details
30% - Delivery & Execution:
Performs software installations for customers
Applies diagnostic utilities to aid in troubleshooting
Accesses software updates, drivers, and knowledge base to aid in problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Interacts and builds relationships with site leadership where applicable
30% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket
10% - Learning:
Participates in formal and informal training sessions to gain new skills and knowledge
Reviews regular pertinent product update information to keep knowledge current
Contributes to and updates knowledge database and team training documentation
Collaborates with other team members to share and exchange information
NATURE AND SCOPE
Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 0 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
0-1 years of relevant work experience
Experience with CRM or standard ticketing systems and remote monitoring and management software
Experience with Microsoft Office standard applications
Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
Experience with virtualized and cloud-based environments
Familiarity with administering antivirus software
Familiarity with administering mobile devices and mobile device management systems
Understanding of Data management (backup) software and Windows Server
Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
Knowledge, Skills, Abilities and Competencies:Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
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