Technical Support Representative

2 weeks ago

Hialeah, United States Levata Full time
Description

We are seeking a Technical Support Representative responsible for providing phone support to our customers for products and services we sell, including software and hardware.

This includes ID card printers, ID design software, electronic access control hardware and software, printer drivers, related software to create IDs, and peripheral hardware such as signature pads and other ID & access control hardware. Functions include assisting customers (end users, installers) with installing, diagnosing, repairing, maintaining, and upgrading all hardware and software.

This person should be highly motivated and have excellent interpersonal and customer service skills. The candidate must have excellent customer service and problem-solving skills with the ability to work independently in a fast-paced environment, as well as create effective working relationships with all internal stakeholders (sales, operations) and external end users/customers

What You'll do:

  • Foster a positive customer experience through a professional, engaging, and approachable attitude.
  • Apply troubleshooting and problem-solving skills to resolve technical issues with technical ID creation and electronic access control solutions.
  • Provide timely and accurate status updates to customers and internal stakeholders, and communicate needs and expectations of customers to internal stakeholders.
  • Support procedures and policies, including documenting technical support cases in relevant systems and ensuring all relevant communication, documents, and files related to the case are accurately archived.
  • Actively participate in and contribute to internal technical support efforts and special projects, including training new technicians and testing new products.
  • Strive to continuously enhance knowledge of Levata's products, processes, and policies.
  • Escalate support cases not within own skill sets in a timely and effective manner.
  • Occasional travel to our other domestic office locations may be required.
What You'll Need:

Education/Experience
  • 2+ years' experience in a technical field.
  • Good technical understanding and practical experience with Microsoft Windows operating systems, including a strong understanding of IP networking technologies.
  • Work experience in external hardware and software support.
  • Strong analytical skills and an aptitude for creative problem-solving.
  • Excellent English written and oral communication skills required.
  • Proficiency in Spanish, including strong writing skills, desired.
  • Experience with electronic access control systems, including hardware such as access control panels or latching mechanisms preferred.
  • Experience with low voltage systems (security, alarm, fire, CCTV cameras, communication, networking) or as a locksmith desired.
  • Skills:
  • Understanding of basic PC and/or Mac functions.
  • Ability to work with computers and software.
  • Strong oral and written communication skills, with excellent interpersonal skills.
  • Working knowledge of electronic circuit and wiring diagrams.
  • Ability to manage challenging assignments with a 'can do' attitude and expect a positive outcome.
  • Confident in own capabilities.
  • Belief that persistence and hard work yield results.
  • Strong analytical problem-solving capabilities.
  • Team player, open-minded, and willing to share information with others.
  • Strives for continuous self-improvement and is open to constructive feedback.
  • Strong conflict resolution skills and experience dealing with and recovering from difficult customer situations.
  • Multi-task oriented, calm, polite, clear, articulate, positive, and friendly.
  • Ability to exercise discretion and independent judgment with important matters.

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