Technical Support Engineer II SmartDrive Systems
Technical Support owns the post-sales customer relationship and aims to delight customers with every engagement.
In this role the successful candidate will be performing the duties of a technical support professional within the support team to deliver results that delight customers, ensure customer loyalty, and contribute to customer retention. The ideal candidate will be able to demonstrate a successful track record of providing support to customers by resolving technical issues in a timely, efficient and friendly manner.
Provide technical support via phone and email for SmartDrive Systems products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions and follow issue through to successful resolution.
Document all technical enquiries and customer-reported problems in the customer tracking system, including the nature of the enquiry, and the resolution recommended.
Manage escalations from tech support team and drive them to completion.
Troubleshoot customer LAN & WIFI networks over the phone.
Work with engineering team as necessary to qualify and submit bugs.
Contribute to and recommend process improvements.
Multi-task, prioritize and organize all tasks assigned to you.
Contribute to the creation and maintenance of knowledgebase content.
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification and problem escalation.
Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
Perform special projects and duties as assigned.
Education, Experience and skills:
Degree in Information Systems, Computer Science, or related experience.
Two to four years direct customer contact experience in a medium to high volume call center, preferably in Telematics, Telecommunications or IT industry.
Working knowledge of Linux is required.
Basic working knowledge of running SQL queries is required.
Working knowledge of Batch Scripting a plus
Experience with 12 v or 24 v DC Automotive applications a plus
Current working knowledge of network troubleshooting methodologies/Wireless/Cellular).
Familiar with escalation processes and able to manage all aspects of customer support issues.
Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests.
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
||9276 Scranton Road |
San Diego, CA 92121