Technical Support Technician

San Diego, CA 92111 | Direct Hire

Post Date: 03/20/2018 Job ID: CRHKK006CB Industry: Manufacturing Branch: Carlsbad, CA Pay Rate: 41,000

The Technical Support Technician is responsible for ensuring a high degree of post sales customer satisfaction to our customers, resellers, and installation partners. 

  • 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.
  • 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.
  • Three plus years of experience in customer facing position
  • Experience utilizing a variety of software packages including MS Office and CRM tools
  • 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

Compensation and Benefits:             

  • Medical, Dental, Vision Insurance.
  • FREE group Life/ADD and LTD insurance. Voluntary plans available.
  • Holiday and Floating Holiday Pay
  • 401(k) retirement plan
  • FREE parking and onsite Gym

Karen Kaplan

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