Job Description:
- Obtain in-depth knowledge of proprietary electronic products, related procedures, and unit policies and procedures, and apply that knowledge to various technical inquiries.
- Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
- Translate complex technical terms into terms easily understood by the customer.
- Demonstrate excellent oral and written communication skills, including diction and grammar, and active listening skills to communicate effectively with customers and coworkers in a clear, courteous, tactful, and professional manner.
- Build positive working relationships with team members, managers, and all departments.
- Demonstrate excellent analytical and problem-solving skills under minimal supervision.
- Provide effective and comprehensive technical documentation for use in training and in providing product feedback to stakeholders.
- Provide end-user application support, define and document incident scope, use critical thinking to analyze problems, handle various assignments as needed, identify root causes, troubleshoot issues to achieve first-call resolution, and escalate issues when appropriate.
- Utilize application tools to assist users with access, provisioning, and installation.
- Document and submit new content to the knowledge base.
Education:
- A college degree with coursework in relevant aspects of computer science, information science, data communications, technical writing, or equivalent experience is required.
- At least three years of experience supporting customers on software applications while utilizing basic hardware troubleshooting knowledge or at least one year as a Technical Support Specialist in a call center environment.