Field Specialist I, Advanced Product Technical Support

Jobtailor; Duluth (MN); On-site; USD 60,000 - 75,000; Full time

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.

Skills

Customer service

Troubleshooting

Technical communication

Documentation

Education

High school diploma or equivalent

BS Degree / technical school

Tools

Call center software

Diagnostic tools

Product schematics

Job description

• Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers.
• Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action.
• Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues.
• As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures.
• Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation.
• Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.
• Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields.
• Continually monitors phone, email, and voicemail queues and notifies team when attention is required.
• Escalates cases when appropriate, determining the most effective solution to a problem. Tracks cases until they are resolved.

Requirements

• High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience
• 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent
• Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+
• Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.