Technical Support Associate
Technical Support Associate
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Summary/Objective
The technical support associate responds to telephone written or Internetbased inquiries of both basic and complex technical nature supporting the companys wireless hardware and software products. Associate will be working directly with companys direct customers and various partners (OEM VAR SI). Analyzes both routine and nonroutine problems with wireless equipment software applications and network performance to identify problem root cause and recommend corrective action.
Many support calls are routine but some may require deviation from traditional answers. Recommends solutions to customer questions which may require followup or escalation to a higher level of expertise. Handles situations which require adaptation of response or research according to unique customer situations. May orient train and support other Monnit employees. Maintains log of problems so recurring problems can be reported to both hardware and software engineering departments.
Job Responsibilities
Take support calls online chats from customers (often times multitasking)
Responding to customer questions via email and ticketing system
Following trouble shooting steps with customers to determine issues
Updating customer accounts
Explaining and support features about software
Troubleshooting network issues as it pertains to specific Monnit products
Escalating customers issues to engineering as needed
Write support articles as required
Skills/Qualifications
- Maintain a clean courteous and professional demeanor
- Physically able to sit long hours in front of a computer taking phone calls
- Have great communication skills both written and verbal and can read and write the English language well
- Have a high level of knowledge working with computers routers switches and cellular network
- Possess a good understanding of networking and internet addressing.
- A basic understanding of how radio frequencies work
- Have a minimum of two years previous customer service experience
- Previous call center experience preferably in a technical support capacity
- Proficiency in typing at least 30WPM is required (you will be required to take a typing test)
- Ability to navigate software applications and operating systems
- Provide exceptional customer service
- Integrity honesty and punctuality are expected
- Highly driven with an focus and strong sense of urgency
Tools Knowledge
On the job training will be provided.
Should be proficient with MS Office products (Excel Word PowerPoint Outlook) and operating systems shipping program experience such as FedEx UPS and USPS online is beneficial but not required. Knowledge of CRMs is useful (Sales Force knowledge a plus) but not required.
Required Experience:
IC
Employment Type
Full-Time
