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Technical Support Specialist - Call Center
Technical Support Specialist - Call CenterGreenlight Professional Services • Richfield, OH, US
Technical Support Specialist - Call Center

Technical Support Specialist - Call Center

Greenlight Professional Services • Richfield, OH, US
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Summary

This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics, emails and chats.

Location : Richfield, OH 44286

Hours :

M-Thur = 10a to 7p EST In house

Friday = 11a to 8p EST Remote

Duties and Responsibilities

1.

  • Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.

2.

  • Interfaces with Technical Support leadership as required.

    • 3.

  • Solicits information from other departments relative to Customer Support / Satisfaction.

    • 4.

  • Responsible for the sale of consumable items and non-contract technical services.

    • 5.

  • Prepares documentation to support diagnostic needs.

    • 6.

  • Analyzes new and existing product trends affecting Customer Support / Satisfaction.

    • 7.

  • Provides technical input and solutions relative to field service, training, sales and customer requirements.

    • 8.

  • Participates in procedural planning as required.

    • 9. Generates reports as required.

    10. Performs other miscellaneous duties as assigned.

    Job Qualifications

    § Minimum two-year degree or equivalent course experience in computer science / equipment or electronics.

    § Two to three years experience in field service / support. Minimum of 1 year telephone diagnostic / troubleshooting experience preferred.

    § Proven oral / written communication and interpersonal skills.

    § Previous technical sales experience.

    § Knowledge of LAN / Ethernet required.

    § Proficient keyboarding skills.

    § Strong background in Internet Browsers, hardware, software, terminal emulation, and SCSI devices.

    § Strong background in Windows base operating systems

    § Capable of troubleshooting to resolution most problems with products supported.

    § Must be self-motivated to keep current with technology.

    § Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays / Saturdays as required.

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    Call Center Specialist • Richfield, OH, US