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Client Support

2 months ago

Irving, United States Veloc Inc Full time

Job Summary:

Primarily responsible for software, hardware and how-to support for propriety services for both internal and external users.



1) Work well with customers.

2) Communicate clearly.

3) Act professionally.

4) Answer questions about basic system issues/requests.

5) Working with customers on the phone, communicating clearly to customers and to our internal staff, and following process to handle basic system issues/requests

Duties and Responsibilities:



Essential Functions:



First point of contact for external users of supported applications and hardware via various avenues of communication such as phone calls and emails.
Inspect RMA hardware and identify required repairs to meet quality standards.
Clean, troubleshoot, diagnose and perform minor repairs on RMA hardware.
Track RMA progress and help provide a daily summary of all the RMAs going through the repair process.
Assist in the hardware setup of devices to be deployed to the field.
Assist with quality control testing and tasks related to new software releases or hardware deployments.
Accurately enter information into incident tracker, trouble ticket and asset management tools. Take ownership of open cases.
Escalate cases or observed issues as required, providing necessary clear and concise documentation to client, team members or management.
Identify and provide documentation for process improvement opportunities.
Ships and receives incoming and outgoing packages.



Other Functions:

Ability to sit at a computer console for extended periods of time.
Will be required to work unconventional hours or shifts, holidays, weekends, 1st, 2nd, 3rd shift.



Skills and Education Requirements:

Experience:

Minimum of one-year technical support experience.



Skills:

Microsoft Windows Office Suite, especially Excel, Word and PowerPoint
Microsoft CE Mobile and wireless environment knowledge helpful

Demonstrated experience troubleshooting (hardware and software) to systematically help customers through resolution of technical problems
Able to adjust to change both rapidly and effectively
Comfortable in responding with non-documented procedures or scripts
Ability to manage multiple tasks while effectively focusing on priority issues
Strong analytical skills
Patience and experience in providing technical support to non-technical end-users
Ability to work both independently and as part of a team
Excellent listening, verbal and written communication skills. Professional telephone presence. Fluent in English.
Strong critical reasoning and decision making ability
Ability to demonstrate calm and pleasant demeanor, rational thinking and problem solving skills
Accurate, thorough and detail oriented.