Technical Support Engineer SmartDrive Systems
THIS JOB HAS EXPIRED Job Summary:
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.
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.
Experience and knowledge of working in support environments is essential. The candidate should be familiar with escalation processes and be able to manage all aspects of customer support issues.
CCNA or CCNA candidates preferred but not required.
Current working knowledge of network troubleshooting methodologies (Wired/Wireless/Cellular).
Working knowledge of the following Operating Systems: Windows (XP and higher) and Linux.
Ability to communicate effectively and demonstrate a strong command of the English language.
Commitment to providing exceptional customer service is a must.
Professional and effective communications skills - both verbal and written.
Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
Ability to follow through on, both verbal and written, instructions and effectively adhere to company and department procedures.
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
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 work independently and as part of a team in a customer-driven, fast-paced environment.
||9276 Scranton Road |
San Diego, CA 92121
THIS JOB HAS EXPIRED