Technical Support Representative

POSITION TITLE:  Technical Support Representative

POSITION REPORTS TO:  Technical/Customer Services Manager

SUMMARY OF POSITION:

This experienced, customer service-oriented technician will provide unparalleled technical support to a large customer base using Inovonics wireless technology.  Must have a positive, collaborative work style to support customers of varying technical sophistication as well as interact with various internal departments.

 

DUTIES AND RESPONSIBLILITIES:

 

1.  Provide positive problem solving over the phone with customers, to answer technical and applications questions related to Inovonics Wireless products.

2.  Document phone calls in customer database.

3.  Perform product launch testing in preparation for release to market

4.  Complete technical support projects, as requested

5.  Perform failure analysis on product returned from the field

6.  Document and communicate customer feedback on quality issues

7.  Provide product training to Inovonics employees and customers, as required

8.  Travel to customer locations for office and field training, as required

 

DESIRED QUALIFICATIONS:

 

1.  Excellent communication skills over the phone and in presentation format, with the ability to speak on a business and technical level

2.  More than 1 year of technical support or customer service experience in a technical business environment, electronics experience preferred.

3.  Proven success in interfacing with clients in trouble-shooting technical issues, with a positive approach to problem resolution

4.  Preferred Bilingual in English and Spanish, able to provide written and verbal technical and customer support to Spanish language customers.

5.  PC literacy from a user perspective, basic understanding of the Microsoft Office suite

6.  The ability to work on projects independently, meeting deadlines

7.  Basic electronics background is helpful

8.  Self-motivated to continuously learn new technology and improve support skills.

9.  Collaborative work style.

 

EDUCATIONAL REQUIREMENTS:

Education beyond HS or equivalent relevant work experience

 

COMPENSATION AND OTHER:

Commensurate with experience 

We value diversity of thought and background and provide equal employment opportunity to all qualified applicants without regard to race, color, religion, national origin, sex, age, veteran status or disability.