Tier 2 Technical Support Specialist
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Job Location:
Pittsburgh, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
KEY RESPONSIBILITIES
Providing front line customer support
Provide high level customer service and support to different tiers of customers.
Drives customer technical support and trouble-shooting issues through to conclusion by working
with the appropriate people/teams within Aeroqual and keeping the customer informed
throughout.
Answers customer support tickets and ensures agreed service levels are met.
Hands off service RMA jobs to the Service Technician function.
Ensures service warranty and repair information is captured and searchable in our ticketing and
quality management system.
Submits warranty claims for approval.
Stays alert to issues that may be recurring and elevates them through the agreed procedures.
Explains the background to customer issues to the engineering team and helps to pull together
data when required.
Recommends appropriate fixes from a customer viewpoint and the best way that these should be
rolled out to affected users.
Some field work (including installation maintenance or training/trade shows) may be required.
Improve customer support systems and procedures
Identifies develops and proposes initiatives which will increase efficiency and effectiveness in
post-sales support of customer accounts across the business.
Looks for ways to improve our understanding of customer support needs and communicates this to
stakeholders in the business.
Follows the Support procedure in the company quality management system and suggests ways in
which it can be improved.
Learns the IT systems that underpin Support and suggests ways in which they can be improved.
Look for opportunities to drive revenue from existing customers during the support process.
Be a great team member
Takes the lead on complex customer support issues working with all stakeholders (both internal
and external) to get a win-win result.
Keeping communication levels high within the team and between this team and other teams.
Be the go-to person for other teams to come to if they need input or to work through an issue with
the tech support.
Proactively identify opportunities and risks that the support team can leverage or mitigate and
propose initiatives to address.
Fulfilling reporting responsibilities.
Quality Improvement Health Safety and Wellbeing
Effectively engage in utilising the Quality Management System by aligning performance to policy
procedures and guidelines
Actively identify continuous improvement areas within the QMS and other key working spaces
Actively take steps to minimise safety risks by identifying and reporting potential work hazards
All health and safety concerns are managed within appropriate timeframe and delegation
Health Safety and Wellbeing is proactively promoted across departments.
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Fortive Corporation Overview Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product d ... View more
