Technical Services Specialist

2 weeks ago

Riverton, United States Listen Technologies Full time
Job DescriptionJob DescriptionSalary: Competitive Pay

Job Description:

Technical Services Specialist

  

Title:  Technical Services Specialist

Reports to: Manager of Technical Services and Applications

Direct Reports: None

Cross-Functional Relationships:

  • Operations
  • Applications Team
  • Sales
  • Product Management

 

Status: Full Time

Office:  Listen Technologies – Headquarters / Bluffdale


Position Overview:

The Technical Services Specialist is responsible for taking technical calls, post-sales technical & applications support, pre-sales technical & applications support including product recommendations and system designs, domestic and international on-site installation & support services, creating tech notes and assisting with QA testing.  The position works cross-functionally with the Applications, Operations, and Sales teams.  

 

Specific Responsibilities:

  • Answer technical calls, emails and chats, providing excellent customer service to all Listen customers.
  • Providing product/system setup, configuration and application support including setting up equipment to duplicate and resolve customer issues.
  • Perform product and system technical troubleshooting.
  • Support Sales team with product selection and pre sales applications questions.
  • Provide system designs and design recommendations.
  • Tracking all activities via the CRM system; Conversations, e-mails, follow up
  • Create tech notes and application notes.
  • Trade show preparation, setup and support.
  • Provide occasional on-site support and installation of Listen systems.
  • Works with Applications Team to assist as needed with Testing new product prior to releasing to market for fit for purpose and user experience.
  • Assist as needed with QA product testing to validate adherence to quality standards
  • Works with Product Management to provide improvements and suggestions.
  • Issue RMAs.
  • Other duties as assigned by the Manager of Technical Services and Applications and Tech Support Lead.

 

Key Performance Indicators:

  • Excellent customer satisfaction ratings.
  • Accuracy and completeness of information, generated documents, and communication
  • Professional growth via continuing education updating personal development records.
  • Completion of assigned duties.
  • Punctual.

 

Qualifications:

  • Must have passion for Listen solutions.
  • Must be motivated, a self-starter and able to work with limited management direction.
  • Must be able to be effective in working in a cross functional role.
  • Must have a technical background sufficient to support the responsibilities of the job description.
  • Excellent customer service skills both via the phone and face to face.
  • Must be willing and able to occasionally travel both domestically and internationally.
  • Technical Degree or equivalent work experience.
  • Computer networking experience preferred.
  • High school education or equivalent.
  • Good problem solving abilities
  • Product and Applications test experience a plus
  • Computer literate (including Microsoft Office Suite).
  • Ability to work independently and as part of a team.
  • Willingness to learn and take on added responsibility.
  • Ability to multi-task.
  • Works well under pressure
  • Must be physically able to perform required job duties.


 

 

 

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.

Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.

Listen Technologies is an Equal Employment Opportunity Employer.

 

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