Converged Communications Tech Support Specialist

ScanSource; Wade Hampton (SC); On-site; USD 55,000 - 60,000; Full time

Job summary

ScanSource in the United States is seeking a Tech Support Analyst - Converged Communications to provide pre- and post-sales technical support by phone, email, and web across specified technologies.

The role includes problem diagnosis, demonstrations, product testing, and documentation, with travel up to 5% and afterhours support. The compensation ranges from $55,000 to $60,000 with full benefits.

Qualifications

• Willingness to participate in Afterhours Support program.
• Willingness and Ability to work outside of regular scheduled shift hours.
• Customer service experience, both in person and over the phone.
• Ability to speak English plainly and to be easily understood over the phone.
• Ability to understand spoken English, both technical and colloquial.
• Ability to learn quickly.
• Experience with IP networks and networking.

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for assistance from users seeking information about or experiencing problems with hardware and software.
• Provides demonstrations of hardware and/or software; installs hardware, software, and peripherals to duplicate customer problems; tests products.
• Produces documentation for internal and external use; attends training.
• Regular attendance is an essential function of the Technical Support Analyst position.
• Logs and tracks calls using problem management database and maintains history records.

Skills

Customer service

IP networks

Networking

VoIP

Tools

SAP

Job description

ScanSource in the United States is seeking a Tech Support Analyst - Converged Communications to provide pre- and post-sales technical support by phone, email, and web across specified technologies.

The role includes problem diagnosis, demonstrations, product testing, and documentation, with travel up to 5% and afterhours support. The compensation ranges from $55,000 to $60,000 with full benefits.