Field Specialist: Advanced Product Support & Diagnostics

Jobtailor

Duluth (MN)

On-site

USD 60,000 - 75,000

Full time

14 days+

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Job summary

Jobtailor in Duluth, MN is seeking a seasoned Product Support Specialist to provide telephone hotline technical service in a call center environment for dealers, field technicians, VARs and end users.

You will analyze problems with electro/mechanical equipment, computer hardware, or software, guiding callers through resolutions, documenting actions, and escalating when needed to ensure quick, effective support.

Qualifications

5+ years of directly related professional service repair and maintenance in the office automation industry.
1 year as a Product Support Specialist or equivalent.
Two of the following certifications: HDI CSR, CompTIA A+, CompTIA Network+.
Additional product/technology certifications may be required.

Responsibilities

Provide telephone hotline product technical service support in a call center environment for dealers, field technicians, VARs, OEMs and end users.
Analyze problems involving malfunctioning electro/mechanical equipment, computer equipment, or software applications and recommend corrective action.
Utilize diagnostic tools, service aids, and product schematics to assess and resolve issues.
Replicate caller's equipment failure in a test laboratory as needed to aid diagnosis and resolution steps.
Respond to calls via phone, voicemail, and email in a timely, professional manner and document the issue.
Own incoming support requests; escalate and follow up to ensure fastest possible resolution.
Make entries in the call database with accurate, detailed information.
Monitor queues and notify the team when attention is required.
Escalate cases appropriately and track until resolved.