Product Support Specialist

3 weeks ago


Dallas, United States Evolontech Full time

**Product Support Specialist**

Evolon **Department**: Corporate **Location**: Dallas, TXDallas TX **Employment Type**: Full-time **Date Posted**: Aug 9, 2021 Reporting Relationship:

* The Product Support Specialist will report directly to Support & Business Process Manager of the Company.

Major Responsibilities:

* Analyze, diagnose and resolve challenging issues relating to software applications, networking, various OS solutions and other related technologies

* Conceptualize and articulate ideas clearly and concisely to customers and colleagues

* Document status, steps taken and communication with stakeholders for customer issues using Evolon solutions

* Collaborate with other support personnel and developers

* Assist in the evolution of our software via bug reports and feature requests

* Contribute to the creation of technical documentation and knowledge base articles

* Participation in the regular and after-hours support schedule

* Provide occasional on-site technical support

Experience Requirements:

* Technical Degree two (2) year minimum; four (4) year recommended

* Minimum of two (2) years of customer service experience

* Minimum of one (1) year of experience related to the troubleshooting of software applications

* Good knowledge of video compression protocols such as H.264 MJPEG MPEG-4

* Ubuntu Skills

* Installation and configuration experience preferred

* Troubleshooting at the command line preferred

* Familiarity with shell scripting

* Familiarity with code development and design

* Understanding of TCP, IP and UDP protocol stacks

* Training Experience

Other Requirements:

* High integrity

* Strong written and verbal (in English) communication skills

* Technical aptitude, problem solving skills

* Ability to analyze and troubleshoot complicated systems in a logical, creative and consistent way

* Ability to relate to customers with varying technical ability

* Ability and inclination to work collaboratively across functions

* Willing to "roll up sleeves" in order to accomplish tasks

* High process orientation

* Ability to prioritize tasks and work within deadlines



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