Technical Support Technician (IT knowledge a MUST)

Job Description
Job Summary:

Handles incoming support calls involving all of the company’s products from the reseller network and partners.  This is a “low to medium level technical authority” position. This position is accountable for completing technical support follow-up at the direction of the technical support manager.
 
 
Primary Duties and Responsibilities:
  • Provide “Level One” phone, fax and email technical assistance for Value Added Resellers (VARs), and customers calling in directly.
  • Diagnose and determine cause of problems, suggest corrections, and issue appropriate Return Material Authorizations (RMAs) as needed for warranty, non-warranty and dead on arrival (DOA) scanners
  • Discuss customer problems with Partners, Resellers, Customer Service Representatives and Sales Reps, using tact and diplomacy in determining solutions to problems and basis on which corrections are made.
  • Make recommendations concerning changes to company products, improvements, or installations, based on findings.
  • Assist with Technical writing (product manuals/instructions, technical bulletins/ reports, helpdesk documents, training aids and web based Frequently Asked Questions)
  • Create cases in Netsuite to document calls
  • Assist in product installation for trade shows & other purposes
  • Investigate failure of selected returned components/systems & process the associated paperwork/hardware (may require travel to field sites)
 
Background Requirements:
  • Experience in providing remote customer support on electrical, mechanical equipment preferred.
  • The position requires outstanding customer service skills. The ability to effectively communicate with un-satisfied customers. The ability to communicate with clear and concise verbal and written communications; to effectively solve technical field problems is critical to the position.
  • Candidate must be a self-starter, resourceful and compliant with company procedures.
  • Technical training or presentations skills or experience is a plus.
  • Proficiency with typical Microsoft operating systems, office suite and web browser use.
  • Should be capable of assimilating technical information, filtering it, making value added decisions on it with minimum amount of direction. 
  • LAN Knowledge, NetSuite knowledge a plus.
 
Mental/Cognitive
  • Requires reading, math, analyzing and drawing conclusions from simple to complex technical information. 
  • Good analytical, problem solving, and troubleshooting skills; Ability to read and interpret technical drawing and documentation
  • Attention to details        
Education
  • High School diploma plus 1-2 years technical training (electrical or mechanical) minimum
  • Company sponsored technical certification or tech training is a plus
  • Advanced education is a plus
 
 
 
Physical Skills:
  • Requires standing and walking; using hands to finger and feet                                            Up to 1/3 of the time.
  • Requires sitting, talking and hearing                                                                                            Up to 2/3 of the time.
  • Requires close and color vision
  • Requires occasional (up to 10 days/year) out-of-town travel
  • Work is performed in a controlled office and manufacturing environment but may be required to visit customers and observe customer operations in uncontrolled environment.
 
Training Provided:
  • Orientation
  • Netsuite software
  • Scanner repair and diagnostics
  • Scanner software overview training
 
Contact Information