We're looking for individuals with stellar communication and technical skills to join our team. In this role, you'll engage in post-sales support activities, providing ongoing assistance for both hardware and software products. Your responsibilities will include addressing technical queries, resolving customer service issues, conducting remote support sessions, and delivering end-user training.
When you're not directly engaged in support tasks, you'll have the opportunity to contribute to various other aspects of our operations. This may involve developing reports on known issues, enhancing your technical proficiency, or assisting in the training of fellow consultants.
Key Responsibilities:
Demonstrate a genuine passion for customer service, ensuring every interaction leaves a positive impression.
Provide post-sales technical support via phone, email, chat, and other channels.
Diagnose and resolve first-line support issues promptly and accurately.
Manage support ticket queues efficiently, delivering professional responses in a timely manner.
Collaborate with second-line support teams as needed to escalate and address complex issues.
Develop and update training materials for end-users and dealer technicians.
Maintain clear communication with stakeholders regarding support status and progress.
Conduct software and hardware training sessions for key personnel and managers.
Collaborate across departments to drive continuous improvement and share best practices.
Adhere to organizational standards for ticket quality and time utilization.
Document solutions and best practices for knowledge sharing and training purposes.
Stay updated on industry trends and technologies through ongoing education and networking.
Willingness to work occasional after-hours or holiday shifts.
Experience & Education Requirements:
High school diploma required, associate's degree preferred.
Minimum of 1+ years of technical support experience, or equivalent combination of education and experience.
Technical certifications such as A+, Network+, Security+, or equivalent.
Familiarity with desktop, server, and mobile operating systems, networking principles, and remote desktop support.
Experience with print management software, virtualization technology, scripting languages, and databases is advantageous.
Strong organizational skills with the ability to prioritize tasks effectively.
Physical Requirements:
Ability to stand or sit for extended periods.
Capacity to lift up to 15 pounds.
Willingness to travel, including potential international trips.
Work Environment:
Fast-paced and collaborative environment with moderate noise levels.
Requirement for adequate internet and mobile services for continual communication.
This position offers an exciting opportunity to contribute to a positive organizational culture while upholding our mission, vision, and values. Join us in making a difference in the lives of our clients through exceptional technical support!
Employment Type: Full-Time
Salary: $ 36,000.00 90,000.00 Per Year
