Technical Support Specialist

Technical Support Specialist

  Not Disclosed

  Buffalo Grove, IL

  8.0 Months

  Not Disclosed

  Not Disclosed

  Construction

Job Description

Description:

Technical Support Tier 1

RESPONSIBILITIES:

• Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
• Accountable for support requests related to product information and product problems that are documented.
• May escalate more difficult support requests to Field Support Engineers.
• Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
• Escalates more complex problems to Field Support Engineers.
• Complete company designated training courses for position to enhance work performance and career development
• Participates in special projects to increase the incumbent's role and technical abilities.

REQUIREMENTS:

Required Knowledge/Skills, Education, and Experience:

• High School diploma or equivalent
• Excellent communication, conflict resolution, and problem-solving skills
• High understanding of customer satisfaction and service orientation

Preferred Knowledge/Skills, Education, and Experience:

• Bachelor’s degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred
• Proficiency with Microsoft Windows operating system and computer networking is a plus.

Call Notes:

• Part of Smart Infrastructure in Building technologies
• HVAC controls
• Heating and Air-conditioning at large facilities
• Technical support for the products we make (proprietary software and hardware)
• Question via web, phone Incoming questions to manuals or can escalate to get tickets
• Triage the calls the best they can and then escalate tickets if needed
• Will be the 5th induvial on the team
• Managing the calls
• Troubleshooting the products, which will be learned on the job.
• Peer training to get knowledge
• People person and talk with clients to get through issue successfully.
• HVAC experience is a plus, but even other products with supporting clients
• Support needed due to up take in calls.
• Having a year or 2 in the technical support arena is a plus but should have experience supporting clients on products

Note:

This is not remote position.

8 to 5. A total of 8 working hours with 1 hour lunch.

0% - No Travel. Office (phone) work only.