Technical Support Consultant (TSC I)

ACDI - Access Control Devices, Inc.

Job Location:

Benton, AR - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Technical Support Consultants I @ ACDI

Here at ACDI our Technical Support Consultants I (TSC I) help deliver support services to our clients that optimize business value from our core products at ACDI.

The Technical Support Consultant I will be involved in post-sales support engagements to provide ongoing technical and customer support for our hardware/software products and therefore requires excellent communication and technical skills. This role is multi-faceted and the individual will be required to handle inbound technical problems customer service issues remote web-based support internet chat support sessions and end-user training.

When the Technical Support Consultant I is not being utilized for support engagements they will be involved in developing reports for current known issues building their technical skills around our products and solution or training other consultants in best practices and helping to create documentation or templates around current support offerings.

Successful team members will support ACDIs mission vision and core values.

ACDIs Technical Support Consultant Is Responsibilities:

Must have a passion for customer service and ensuring that every customer interaction is a positive one.
Provide post-sales technical support for our customer base consisting of both end-users and dealers using the following support medium: Phone Email Chat etc.
Quickly and accurately diagnose and resolve first line support issues
Handle automatic support ticket queues and ensure quick and professional responses
Ability to escalate issues to second line support when required
Resolve questions regarding solutions services and training
Provide creation/updating of training materials for end users and dealer technicians
Ensure proper communication occurs with end users dealer reps and ACDI employees in terms of providing timely status reports
Train key personnel and managers on software hardware and supporting workflow
Work across multiple departments to ensure collaborative efforts and improvements are being implemented documented and shared
Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization
Support a variety of application platforms and systems
Document and utilize solutions through use of a knowledge base white papers training sessions and other available educational tools
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
Some after-hours and/or holiday work required
Contribute to the team in a positive manner at all times
Maintain a complete understanding of and adhere to all ACDI policies procedures and processes
Maintain a positive organizational culture while upholding ACDIs mission vision and core values

Experience & Education Requirements

High School diploma preferred Associates Degree and a minimum of 1 years of technical support experience or the equivalent combination of education and experience required
Technical certificates obtained from A Network Security (at least one of the following or equivalent)
Prior experience with administering any of the following will set you apart: Server Network and Database.
Obtaining PaperCut Technical certificates is required within 90 days
Must have a basic understanding of:
- Desktop Operating Systems : Windows Mac OS or Linux
- Server OS: Windows or Linux
- Mobile Operating Systems: Chrome OS or Android or iOS
- Microsoft Office
- Networking including: DNS DHCP and troubleshooting connectivity between two end point devices
- Remote Desktop Support
- Installing and supporting Printers

Experience in any of the following will set you apart:

Print Management Software such as PaperCut
Virtualization Technology: VMWare HyperV Citrix
Scripting languages: Powershell Batch or Shell
Programming Languages: JavaScript or Python
Database: MS SQL MySQL Oracle
Google Workspace
Zoho Suite
MDM Software such as: Intune JAMF Munki

Experience exercising discretion and confidentiality with sensitive company or team information
Excellent organizational skills with an ability to think proactively anticipate upcoming needs and prioritize work

Physical Requirements

Must be able to stand or sit for prolonged periods of time
Must be able to lift 15 pounds
Ability to travel and fly on a commercial airliner if needed
May be required to furnish a passport or other identity documents for international travel

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

Moderate noise level bullpen environment located at ACDI headquarters
Fast-paced encouraging and positive
Employee may be required to furnish adequate internet services mobile services and devices necessary to receive business communications on a continual basis

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Technical Support Consultants I @ ACDI Here at ACDI our Technical Support Consultants I (TSC I) help deliver support services to our clients that optimize business value from our core products at ACDI.The Technical Support Consultant I will be involved in post-sales support engagements to provide on...