Technical Support Analyst

Kearny Mesa, CA 92123

Posted: 09/17/2019 Employment Type: Full Time Job Number: CRHCL1008CB Pay Rate: $20-$24 Branch: CARLSBAD, CA Division:
A Technology company is looking for a Technical Support Analyst with an immediate start.
Job Summary
• Three plus years of experience in customer facing position
• Good working knowledge of basic electronics and RF
• Ensuring a high degree of post sales customer satisfaction to our customers, resellers, and installation partners.
• 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.
• Escalating issues appropriately to their immediate supervisor and for communicating interdepartmentally as needed to ensure overall customer satisfaction
• Experience utilizing a variety of software packages including MS Office and CRM tools.
• Proficient with remote accessing tools such as NetTerm, FTP and HTTP. (Knowledge of Linux is a plus)
Full Job Description:
• 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.
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:
• Three plus years of experience in customer facing position
• Experience utilizing a variety of software packages including MS Office and CRM tools.
• Excellent verbal and written communication skills.
• Ability to provide excellent customer service.
• Ability to trouble-shoot complex issues and very calm under pressure.

Christine Lawrie

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