Technical Support Representative

Littleton, Massachusetts

Posted: 08/18/19 Category: Other Job Number: 8171

Position Title: Technical Support Representative

Job Location: Littleton, MA

Interview Expectations: Phone & In-person

Local Candidate: Yes

Required Skill Sets: Prior technical end-user support experience. Preferred experience  with embedded software products.

 

Job Description:

The Technical Support Representative provides product assistance and problem resolution for users of the organization’ s facility monitoring and control systems via telephone, email and remote login.

 

Job Overview:
  • Deliver technical service and support to end-users via telephone, email, or remote Internet connection
  • Diagnose, analyze and resolve technical issues involving proper configuration and operation of products
  • Respond to inquiries, concerns, and requests about products and services
  • Research information required to resolve customer issues
  • Gather customers’ information and accurately process and record call transactions in SalesForce
  • Follow up and make scheduled call backs to customers as necessary
  • Identify and escalate high priority issues per the organization’ s procedures
  • Identify and reproduce product issues and enter descriptive information in the bug-tracking database
  • Provide product training to end users and channel partners
  • Remain current with product information, changes and updates
  • Provide pre-sales technical assistance in support of the sales department
  • Pre-configure demonstration equipment
  • Perform product testing and other functions as assigned

 

 

Requirements:
  • 5 years of experience in a technical support role
  • Knowledge of communications and networking technologies
  • Proficiency with the Windows operating system
  • Familiarity with basic electrical and electronics principles
  • Experience with embedded systems utilizing real-time operating systems
  • Ability to perform logical troubleshooting of technical problems
  • Proper telephone etiquette
  • Ability to speak and write clearly and accurately
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Ability to work independently and as part of a team

 

 

Matthew Poplawski
Technical Recruiter

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