Assoc Service Support Analyst

Snap-On Tools; Kenosha (WI); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading tool manufacturer in Kenosha, Wisconsin is hiring a Technical Support Specialist to provide troubleshooting support for complex systems. Candidates should have an Associate degree in IT or related, along with 1-2 years of technical support experience. Strong communication and problem-solving skills are essential. Join a drug-free work environment committed to diversity and inclusion.

Qualifications

• 1-2 years technical support experience, preferable in a call center.
• Proficiency in basic equipment repair and troubleshooting.
• Ability to learn a broad range of products across multiple product lines.

Responsibilities

• Provide troubleshooting for Snap-on Tool Control systems.
• Create and manage support cases for internal and external customers.
• Document incoming calls and maintain information databases.

Skills

Problem solving

Communication skills

Customer focus

Organizational skills

Mechanical ability

Computer skills

Education

Associate degree in IT or related field

Tools

Windows operating systems

Office 365

Service Ticket systems

Job description

Overview

Provide technical support for the most complex Snap-on products to internal and external customers including troubleshooting and documentation.

Responsibilities

• Act as first level support and provide troubleshooting for Snap-on Tool Control systems.
• Create and manage support cases for both internal and external customers.
• Work with internal and external sources to resolve problems.
• Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls.
• Act as a resource for others as needed.
• Keep abreast of changing industry standards and emerging technology.
• Participate in special projects as needed.
• Follow all company policies and procedures.
• Perform all other duties as assigned by management.

Qualifications

• Associate degree in IT or related field, or equivalent work experience
• 1-2 years technical support experience, experience in call center environments is a plus
• Basic mechanical ability and basic equipment repair skills
• Strong problem solving- skills with the ability to work independently
• Customer focused
• Ability to learn a broad range of products across multiple product lines
• Computer skills: Proficiency with Windows operating systems, as well as Office 365, experience in using Service Ticket systems
• Ability to add PCs to a network and troubleshoot basic PC problems
• Excellent communication skills - both verbal and written, including technical writing skills
• Demonstrated organizational skills
• Demonstrated ability to work cross-functionally

Snap-on offers a drug free work environment and welcomes all qualified candidates to apply. Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.