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Provisioning / Technical Support Specialist

3 months ago

Traverse City, United States Frontier Computer Corp Full time

**Provisioning / Technical Support Specialist**

Channel Technical Support Traverse City, Michigan Minimum Experience **Mid-level** Compensation **Base Salary plus Bonus** Channel Sales Team Provisioning / Technical Support Specialist

The Provisioning & Technical Support Specialist is responsible for our provisioning program for partners. You will also work closely with the Technical Support Team, Channel Managers, and Sales Support. Success in the role is achieved by accurate and timely completion of provisioning projects, resolving technical support issues, and supporting the Channel Sales Team with Peplink product inquiries.

Role and Responsibilities

Provisioning Program

* Understand and Promote company vision, strategy, and expectations for business results

* Support the Channel Team and Channel Partners conveying the device provisioning program.

* Outline tasks for provisioning projects with our partners to carry out their desired results.

* Setup and configure hardware to be fully configured based on the requirement of each project.

* Help with order fulfilment - Device Configuration/Provisioning Program.

* Troubleshooting basic device/configuration issues.

* Escalating support to manufacturer for hardware/software issue if necessary.

Technical Support

* Work with Partners on Tier 1 & 2 technical support of Peplink/Pepwave devices.

* Field Tickets and work through the troubleshooting process to identify next steps or resolve.

* Use available resources, including Peplink forum, to assist with questions.

* Escalate issues/tickets requiring more urgent attention to Level 2 Analyst(s) and/or Peplink.

* Work directly with Peplink Engineers as a resource to help resolve support tickets.

* Creation of support documents and knowledge base library/articles.

* Aid sales team with product inquiries.

* Work on tasks/projects assigned by supervisor(s).

Ideal Candidates will possess these qualities.

* Must be a team player, who is self-motivated, organized and pays strict attention to detail.

* Minimum 1 years of prior Networking (switching, routing & firewalls) experience preferred.

* Strong understanding of telecommunications/networking preferred.

* Understanding of wireless technologies preferred

* Highly motivated and ability to work well both independently and as a proactive team member.

* Experience with Microsoft Visio preferred

* Effective technical writing skills preferred.

* Show integrity and ethical behavior, respect confidentiality, and organizational standards.

* Excellent customer communications, interaction and presentation skills needed.

* Strong analytical and problem-solving skills.

* Obtaining PCE Certification (Peplink Certified Engineer) within 90 days.

Location Traverse City, Michigan Minimum Experience Mid-level Compensation Base Salary plus Bonus