Job Details
** TECHNICAL SUPPORT SPECIALIST II**
**Job Category****:** SALES **Requisition Number****:** TECHN01130 Showing 1 location **Job Details**
**Description**
**Purpose:**
This position is intended to be a step above Level I support. The individual needs to be proficient in providing technical support, advice, and assistance to consumers and businesses with technical, hardware, and software system problems. This individual must be able to perform each essential duty satisfactorily:
- a) Post-Sales support (both telephone and on-site as required)
- b) Technical Sales support
- c) Assistance to development in new product development and test as requested
- d) Develop and deliver product training programs to internal and external customers
**Major Tasks, Responsibilities & Key Accountabilities:**
* Provide telephone support to resellers and end users through step by step configuration procedures.
* Provide sales with pre- and post-sales assistance including RFP response.
* Work cooperatively with Repair/Refurb to smoothly execute the CRA/RMA/MRA process.
* Record all calls into database system.
* Record customer complaints per the ISO procedure.
* Contribute to overall departmental goals of reducing technical support calls, complaints, and returns while improving internal processes.
* Provide on-site customer product training programs as required.
* Maintain ownership of cases escalated by the individual
* Assist in escalation testing as needed
* Other duties as assigned
**Nature & Scope:**
* Typically reports to Technical Support Supervisor
* No direct responsibility for supervising others.
* Some international and domestic travel may be required as necessary
* Position requires department to share coverage of an after-hours phone
**Environmental Job Requirements Category:** E1
**ADA Category:** 1
**Knowledge, Skills, Abilities and Competencies:**
* Candidate must have the following related experience and training:
+ Telco TDM (T1,DS3, serial interfaces)
+ Layer 1, 2 and 3 Ethernet switching and routing
+ Carrier Ethernet
+ Fiber Optics Networks
+ Media Converters
* Proficiency in Windows/Linux/Mac OS.
* Fluent with MS Office Windows.
* Demonstrated history of success with customer relations.
* Strong ability to multi-task and handle competing priorities at once.
* Strong ability to work well with others in a team atmosphere.
* Fluent oral and written English communication skills.
* Ability to work independently, evaluate customer requirements and provide solutions, lead teams to perform the required tasks.
* Professional attitude, excellent written and verbal skills, good planning and organizational skills and be able to produce deliverable documentations.
**Minimum Qualifications:**
* Must be eighteen years of age or older.
* Years of Relevant Work Experience: 5-10 years
* Physical Job Requirements: Work is fast paced and repetitive in nature; constant phone and computer keying. Work is sedentary with ample opportunity to move about the office. Ability to speak/hear clearly in person and on the telephone. Ability to use computer keyboard and mouse.
* 5-10% Travel is required and is based upon necessity with customers; internal and external**.**
**Preferred Qualifications:**
* Education Required: Bachelors degree. Or equivalent experience
* Cisco Certification, CCIE preferred or equivalent
* Design and configure fiber optic networks
**Skills**
**Required**
**CUSTOMER SERVICE** *Intermediate* **ORGANIZATIONAL SKILLS** *Intermediate* **COMMUNICATION SKILLS (ORAL & WRITTEN)** *Intermediate* **Preferred**
**TECHNOLOGY- APPLICATIONS** *Some Knowledge* **Education**
**Experience**
**Required**
**5 years:** Relevant work experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)