Job Description
Overview
The Support Technician is responsible to provide technical support to customers and technicians for all facets of IP/Video equipment.
Status
Full Time, Non-Exempt
Duties and Responsibilities:
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Provide on-call support for UAS customers as assigned
- Responsible to complete paperwork, data entry, and unit configuration associated with video equipment installations and service calls in an accurate and timely manner
- Ability to complete non-help desk/support projects as needed
- All other duties as assigned
Education and Experience:
- Associates Degree
- Three years of technical support work experience or equivalent experience
Work Requirements:
This position will be required to work in a variety of environments including some that have special rules and procedures that must be followed at all times. May be required to be on-call after normal working hours and on weekends and holidays. Ability to lift 75 lbs. Must possess a valid driver’s license and have basic computer skills.