Technical Support Technician

The Technical Support Technician is responsible for ensuring a high degree of post sales customer satisfaction to our customers, resellers, and installation partners.  In so doing, the Technical Support Technician will use technical skills, interpersonal skills, and knowledge of Company products and solutions to deliver technical support services on a timely basis and in a professional manner. The Technical Support Technician will also be responsible for escalating issues appropriately to their immediate supervisor and for communicating interdepartmentally as needed to ensure overall customer satisfaction.

Reporting Relationship(s):

As a member of the Technical Support team, this position reports directly to the Manager of Customer Care.  Day-to-day activities will be given and monitored by the Lead Technical Support Technician.  In addition, this position will require the individual to work effectively across several key departments and staff members including:

  • Field Engineers
  • Client Services
  • Deployment Manager
  • Sales – National Account Managers
  • Production\Shipping Staff Members

Essential Duties and Responsibilities:

  • Delivers exceptional service and technical support to customers and field technicians via telephone, email and remote connection over the Internet
  • Diagnose and resolve technical hardware and software issues involving Company products
  • Accurately process and record call transactions using trouble ticket tracking software
  • Offer alternative solutions where appropriate with the objective of satisfying and retaining customers
  • Ensures customers consistently receive timely, effective and friendly service and support consistent with corporate objectives
  • Escalates issues as appropriate to immediate Supervisor and follows-up accordingly to ensure that high levels of customer satisfaction
  • Communicates proactively to other internal departments to ensure overall client satisfaction
  • Maintains a proficient level of knowledge about Company products and services and proactively seeks training to stay abreast of new product offerings
  • Proficiently and accurately utilizes several internal software tools and templates including; Macola, Clientele, Client Web Services, and Salesforce to ensure a timely and accurate flow of information
  • Performs all responsibilities associated with the reporting process including daily, weekly and monthly reports as requested by Management
  • Interacts with Manufacturing, Engineering, IT, Finance and other departments as necessary to ensure the timely delivery of product/service orders to customers
  • Be available on a scheduled basis to handle after hours emergency calls, which entail utilizing cell phone and laptop to resolve urgent matters.
  • Be willing to accommodate shift changes as required
  • Be available to provide field labor locally or nationwide

Key Attributes:

  • Good analytical and problem solving skills
  • Proper phone etiquette with ability to speak and write clearly and accurately
  • Good working knowledge of basic electronics and RF
  • Proficient with remote accessing tools such as NetTerm, FTP and HTTP
  • Knowledge of Linux is a plus
  • Thrives in an environment that is fast paced, constantly changing and where one is required to make key decisions independently
  • Has a keen sense of customer satisfaction and is able to interact with clients in a professional and courteous manner
  • Stays calm when things get exciting and is easily capable of multi-tasking, juggling priorities and balancing resources
  • Will go above and beyond the call of duty and will inspire others to do the same in order to delight the customer
  • Has a passion for technology and is stays abreast of current trends within the industry

Education and Experience:

  • Associates Degree or equivalent industry experience
  • Three plus years of experience in customer facing positions
  • Three plus years of progressively responsible positions managing people
  • Experience utilizing a variety of software packages including MS Office and CRM tools
  • Excellent verbal and written communication skills
  • Strong interpersonal skills interfacing with customers

APPLY FOR THIS ROLE

+1.858.268.0717
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+1.858.268.0717
service@indyme.com
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