| Description: |
Level-II Technical Support and Services
Responsibilities:
Under the supervision of the Manager, Technical Services, the duties, and responsibilities of the Level-II Technical Support includes:
- Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues
- Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices
- Provide prompt hands-on education to Channel Partners, System Integrators and End-users as required
- Identify, investigate complex technical issues, and facilitate analysis for improved products quality and delightful end-user experience
- Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time
- Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing
- Lead in implementing policies to ensure quality, timely and efficient design of customer-oriented services
- Auditing customer accounts to ensure accuracy of information
- Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience
- Attend operations/production meetings with management and follow work schedules and other assignments
We Value:
- Experience with agent-based software & ERP – Service Cloud, Infor Visual
- Knowledge in electrical, mechanical field
- Extensive customer facing experience
- Strong continuous improvement mindset, strong leadership impact
- Experience with Salesforce.com and SharePoint
- Demonstrated experience with Knowledge Base Management & Call Center Management
- Good administration skills
- 45,000 - 55,000 + Benefits - Full Time - Permanent
Job Types: Full-time, Permanent
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