Tech Support Analyst, Converged Communications & VoIP

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

Benefits offered by this job

Medical/dental/vision coverage

401(k) with matching

128 hours PTO per year (outside CA)

10 paid company holidays

Job summary

ScanSource in Greenville, SC seeks a Tech Support Analyst for converged communications to provide pre- and post-sales technical support via phone, email, and web. The role includes diagnosing problems, guiding customers through resolutions, and creating documentation.

The candidate will test products, perform demonstrations, and participate in after-hours support as needed. Responsibilities include issue logging, coordinating with vendors for defective products, and assisting with product

Qualifications

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

Responsibilities

• Answer, evaluate, and prioritize incoming requests for assistance from users seeking information or experiencing problems with hardware and software.
• Interact with users to collect information and guide through diagnostic procedures to identify the error source.
• Log and track calls using the problem management database and maintain related documentation.
• Provide demonstrations of hardware and/or software; assist with configuration changes and testing.
• Maintain daily customer and vendor contact and assist with after-hours support.

Skills

Customer service

English communication

IP networks

Networking concepts

Problem solving

Technical support

Job description

ScanSource in Greenville, SC seeks a Tech Support Analyst for converged communications to provide pre- and post-sales technical support via phone, email, and web. The role includes diagnosing problems, guiding customers through resolutions, and creating documentation.

The candidate will test products, perform demonstrations, and participate in after-hours support as needed. Responsibilities include issue logging, coordinating with vendors for defective products, and assisting with product