Technical Support Representative


October 15, 2019
  • Massachusetts, United States
Free

Responsibilities:
• Deliver technical service and support to end-users via telephone, email, or remote Internet connection
• Diagnose, analyze and resolve technical issues involving proper configuration and operation of Burk Technology products • Respond to inquiries, concerns, and requests about products and services
• Research information required to resolve customer issues
• Gather customers’ information and accurately process and record call transactions in SalesForce
• Follow up and make scheduled call backs to customers as necessary
• Identify and reproduce product issues and enter descriptive information in the bug-tracking database
• Provide product training to end users and channel partners
• Remain current with product information, changes and updates
• Provide pre-sales technical assistance in support of the sales department
• Pre-configure demonstration equipment
• Perform product testing and other functions as assigned

Skills and Qualifications:
The successful candidate will have experience in telephone technical support for control and telemetry, SCADA, embedded devices or a related technical product area. Experience in radio or TV broadcast engineering is a plus.

Required qualifications include:
• 5 years of experience in a technical support role
• Knowledge of communications and networking technologies
• Proficiency with the Windows operating system
• Familiarity with basic electrical and electronics principles
• Experience with embedded systems utilizing real-time operating systems
• Ability to perform logical troubleshooting of technical problems
• Proper telephone etiquette
• Ability to speak and write clearly and accurately
• Knowledge of customer service principles and practices
• Effective listening skills
• Ability to work independently and as part of a team
Reference : Technical Support Representative jobs

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