Technical Support Specialist

2 weeks ago

Toledo, Ohio, United States Staffing Full time
Job Overview

Technical Support Specialist - Long-term Opportunity – Level 1 Support

Work Schedule: Monday to Friday, 8 AM to 5 PM. Full-time, Temp-to-Hire

POSITION SUMMARY

The Technical Support Specialist provides assistance to clients in the setup and troubleshooting of various company products, including video recording devices, cameras, networking equipment, software applications, and other security solutions. Support is primarily delivered through phone, email, dedicated support platforms, and remote access tools. Hands-on product evaluation and training may be required. Knowledge of IP networking is essential. Travel is infrequent but may occur.

KEY RESPONSIBILITIES

  • Deliver professional and courteous service through various communication channels such as phone, email, and online platforms.
  • Assist customers facing challenges with product installation, configuration, or usage.
  • Diagnose and identify issues through effective troubleshooting and provide solutions.
  • Engage in hands-on product testing, with opportunities to develop training materials for both external and internal audiences.
  • Work collaboratively with team members to identify and analyze trends in customer inquiries.
  • Thoroughly document and escalate any potential product issues to the product management and development teams for future enhancements.
  • Maintain accurate electronic records for all customer interactions and escalations.

PROFESSIONAL OBJECTIVES

  • Ensure prompt responses to customer inquiries, aiming for resolution in a single interaction.
  • Achieve proficiency in product support to minimize call durations and enhance team performance.
  • Maintain low wait times while ensuring timely and culturally sensitive responses to inquiries.

QUALIFICATIONS AND SKILLS

  • Post-secondary education, certification, or diploma in electrical, computer, or related technology fields.
  • Fluency in spoken and written English is required; proficiency in Spanish or French is a significant advantage.
  • Interest and proficiency in operating and troubleshooting PC and IP networking.
  • Consistent attendance and punctuality are critical due to the nature of the role.
  • Previous experience in technical support and/or the physical security sector is highly regarded.
  • Experience in customer service, whether in-person or via phone, is beneficial.
  • Recommended personal attributes for success in this role include:
  • Strong interpersonal skills to effectively manage customer emotions and attitudes.
  • Logical reasoning, along with excellent analytical and problem-solving abilities.
  • Genuine interest in current technology trends.
Company Overview

Diverse Staffing Company

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