Position Summary:
The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.
As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.
As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.
Key Responsibilities:
- Accesses software updates, drivers, and knowledge base to aid in problem resolution
- Collaborates with other team members to share and exchange information
- Documents, reviews and ensures that all quality and change control standards are met
- Contributes to and updates knowledge database and team training documentation
- Performs software installations for customers
- 30% – Administration & Operations:
- Documents all pertinent end user identification information including nature of problem
- Interacts and builds relationships with site leadership where applicable
- Records, tracks, and documents the problem-solving process for each ticket
- Actively listens to and builds rapport with end users to elicit problem details
- Tests fixes prior to closing tickets to ensure problems have been adequately resolved
- Applies diagnostic utilities to aid in troubleshooting
- 30% – Delivery & Execution:
- Reviews regular pertinent product update information to keep knowledge current
- Participates in formal and informal training sessions to gain new skills and knowledge
- Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
- Monitors system updates to remain aware of common problems users are experiencing
Required Education & Experience:
- Familiarity with administering mobile devices and mobile device management systems
- Experience with Microsoft Office standard applications
- Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
- Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
- 0-1 years of relevant work experience
- Experience with virtualized and cloud-based environments
- Must be legally permitted to work in the United States.
- Experience with CRM or standard ticketing systems and remote monitoring and management software
- Must be eighteen years of age or older.
- Familiarity with administering antivirus software
- Understanding of Data management (backup) software and Windows Server