Technical Support Specialist

Experience Champaign Urbana; Champaign (IL); On-site; USD 40,000 - 60,000; Full time

Job summary

Experience Champaign Urbana is looking for a technical support professional to assist customers with technical setup, troubleshooting, and product-specific solutions. You will be responsible for owning customer issues until resolved and documenting solutions as technical notes. Ideal candidates will have technical knowledge of broadcast systems, customer service experience in a technical support environment, and necessary credentials for potential travel. Join us and make a difference in customer satisfaction!

Qualifications

• Technical knowledge of broadcast systems.
• Must possess a valid driver’s license and passport.
• Ability to travel as needed.

Responsibilities

• Assist Customers with technical setup questions and troubleshooting.
• Take ownership of customer issues through to resolution.
• Document knowledge in the form of technical notes and articles.

Skills

Customer service experience in a technical support environment

Excellent critical thinking

Troubleshooting and debugging skills

Focused and organized with attention to detail

Ability to work independently and as part of a team

Tools

OpenGear platform

Microsoft Office applications

Network switch familiarity/CCNA certified

Job description

Roles and Responsibilities

• Assist Customers with technical setup questions, troubleshooting efforts, and product specific solutions.
• Take ownership of customer issues through to resolution with prompt and accurate feedback to customers.
• Research, diagnose, troubleshoot, and identify solutions to resolve issues.
• Use procedures for proper escalation of unresolved issues.
• Ensure proper recording and closure of all issues through a tracking system.
• Prepare accurate and timely reports, as needed.
• Document knowledge in the form of knowledge base technical notes and articles.
• Provide on-site support, as required.

Qualifications and Requirements

• Technical knowledge of broadcast systems.
• Customer service experience in a technical support environment.
• Excellent critical thinking, troubleshooting, and debugging skills.
• Focused and organized with attention to detail.
• Must be able to work with a team as well as independently.
• Must possess a valid driver’s license, passport, and able to travel as needed.

Additional Strengths:

• Familiarity with OpenGear platform.
• SDI, waveform/vector scopes.
• Automation Systems.
• IP (MPEG/2110/etc.)
• Network switch familiarity/CCNA certified.
• Knowledge of Microsoft Office applications.