Technical Support Representtive

Position DescriptionPOSITION TITLE: Technical Support RepresentativeDIVISION/LOCATION: Operations/Santa CruzDEPARTMENT: Global Customer CareREPORTS TO: Supervisor, TAC Santa CruzEXEMPT/NON-EXEMPT: Non- exempt Primary FunctionsProvide second-tier support and answers telephone "hot line" and written or Internet-based inquiries from customers regarding company products.  Analyzes problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action.  Recommends solutions to customer application questions.  Maintains log of problems so that recurring problems can be reported to product development. Works closely with Engineering and Product Management, and is highly engaged and interactive as Support Representative for future product improvements via Product Requirement and CPR phases of the Product Life Cycle.  Primary Responsibilities Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations Handle telephone interface and initiates follow-up calls/paperwork in accordance with customer complaint procedure Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries. May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries. Managing technical requests to ensure issues are recorded, tracked, resolved, and follow ups and downs in a timely manner. Gives interface matrix listed compatibility information to customers on company released products. Review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc. Author and approve Knowledge Base articles and review technical documentation. Serves as liaison between engineering, manufacturing, and quality assurance regarding definition and resolution of product problems. Identifies trends and problems with customer’s products and makes recommendations to assist resolution. Contribute to organizational processes and procedures.  Knowledge:  Uses professional concepts; applies company policies and procedures to resolve a variety of issues.   Job Complexity:  Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.  Exercises judgment within defined procedures and practices to determine appropriate action.  Has internal and some external contacts. Supervision:  Normally receives general instructions on routine work, detailed instructions on new projects or assignments. Requirements and Experience:  Requires a minimum of 3-5 years of related experience.·  Demonstrated Advanced Support Experience 1-2 years highly desired. Requires an individual with excellent verbal and written communication, customer service and organizational skills. Excellent diagnostic and problem-solving skills are required.  This individual must be able to work independently and as part of a team.  Candidate also needs to able to effectively prioritize their workload and be able to multi-task.  ·  Knowledge of Microsoft office applications (Outlook, Word, and Excel) required.·  Additional conversational language skills a plus, specifically French, Portuguese or Korean. ·  Customer service experience, especially in a call center or technical support environment is desired.  ·  Experience with troubleshooting and configuring computer hardware and software is a plus.  Please click here to APPLY ON L;INE   Additional InformationStatus: Full Time, EmployeeEmail this job to a friend logET();PauseFooter(false);