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.
Requirements
- Experience with CRM or standard ticketing systems and remote monitoring and management software
- Experience with Microsoft Office standard applications
- Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
- Experience with virtualized and cloud-based environments
- Familiarity with administering antivirus software
- Familiarity with administering mobile devices and mobile device management systems
- Understanding of Data management (backup) software and Windows Server
Responsibilities
- 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
- Performs software installations for customers
- Documents, reviews and ensures that all quality and change control standards are met
- Applies diagnostic utilities to aid in troubleshooting
- Accesses software updates, drivers, and knowledge base to aid in problem resolution
- Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Other
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Typically requires overnight travel less than 10% of the time.
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
- Excellent written and verbal communication skills with a customer-first mindset
