Technical Support Specialist I – Bilingual French-Canadian
Full-time--Non-Exempt
Location: Central or Eastern time zone; Monday through Friday, (8a-5p)
Summary
This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics.
Responsibilities
- Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.
- Interfaces with Technical Support leadership as required.
- Solicits information from other departments relative to Customer Support/Satisfaction.
- Responsible for the sale of consumable items and non-contract technical services.Analyzes new and existing product trends affecting Customer Support/Satisfaction.Participates in procedural planning as required.
- Generates reports as required.
- Provides technical input and solutions relative to field service, training, sales and customer requirements.
- Prepares documentation to support diagnostic needs.
- Performs other miscellaneous duties as assigned.
Qualifications
- Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
- Two to three years’ experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
- Proven oral/written communication and interpersonal skills.
- Previous technical sales experience.
- Knowledge of LAN/Ethernet required.
- Proficient keyboarding skills.
- Strong background in hardware, software, terminal emulation, and SCSI devices.
- Proven strength in UNIX or Windows based operating system.
- Capable of troubleshooting to resolution most problems with products supported.
- Must be self-motivated to keep current with technology.
- Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.