Technical Support I
Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements. Serves as primary support liaison between organization and customer. Keeps customer informed of how and when problems are resolved. Participates in any additional follow up, testing, and troubleshooting. Promotes and maintains a high quality, professional, service-oriented company image among users.
QUALIFICATIONS:
Knowledge & Skills: Familiar with customers' products designed by the organization. Learns to resolve general technical problems via telephone or email support. Good writing, editing, interpersonal and communications skills. Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming. Professional appearance and presentation required.
Education Minimum Requirements/Equivalent: Bachelor's degree in business or computer science; may need additional training in skills to fulfill the basic responsibilities of the positions. This is an entry-level position typically requiring less than 18 months of support experience.
WORKING CONDITIONS: The Customer Support group is located on the first floor of our headquarters building, which houses both offices and warehouse facilities. Work will be conducted in an air conditioned, non-smoking, shared office environment. Each Customer Support employee has their own desk equipped with a workstation and additional hardware as deemed necessary.
PHYSICAL REQUIREMENTS: General office environment. Low levels of stress may occur at times. No special physical demands required.