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Technical Support Specialist

2 months ago

Coppell, Texas, United States Global IID Parent LLC Full time
Job Overview

Objective:

  • Deliver technical assistance and troubleshooting for the Interlock division
  • Establish and oversee computer systems utilized by service personnel
  • Support interlock customers
  • Identify and recommend modifications to D-Safe or interlock software/hardware
  • Comprehend intricate field scenarios through verbal communication
  • Provide solutions utilizing 12-volt vehicle schematics
  • Inform field technicians with operational updates
  • Maintain a database of communications and notifications

Reporting Structure:

  • Reports to: Supervisor, Product Support
  • No direct reports

Key Responsibilities:

  1. Offer product support to field service personnel and assist interlock customers

Expected Outcome: Prompt resolution of support inquiries and D-Safe modifications

  1. Collaborate with various departments to resolve technical challenges

Expected Outcome: Foster professional relationships and deliver exceptional support

  1. Review state regulations to ensure compliance

Expected Outcome: Confirm devices meet state standards

  1. Assist service personnel and providers

Expected Outcome: Effectively manage phone and email communications

  1. Set up and maintain computer systems in service locations

Expected Outcome: Guarantee technicians have the latest software

  1. Develop software release programs for technician utilization

Expected Outcome: Equip field technicians with essential tools for success

  1. Collect feedback from technicians and document interactions

Expected Outcome: Efficiently report feedback

  1. Test software releases for operational effectiveness

Expected Outcome: Ensure software operates correctly

  1. Analyze log files for error patterns

Expected Outcome: Identify and report hardware/software concerns

  1. Create and disseminate communications regarding updates

Expected Outcome: Promptly inform technicians of changes

  1. Identify improvement opportunities and suggest solutions

Expected Outcome: Provide solutions for both internal and external challenges

  1. Review and update system data for accuracy

Expected Outcome: Maintain precise records for compliance

  1. Perform additional assigned tasks

Essential Skills:

  • Proficient in Microsoft Office Suite
  • Understanding of hardware and software components
  • State licensing as required
  • Excellent customer service abilities
  • Capacity to prioritize and meet deadlines

Work Environment:

  • Office and field work in diverse settings
  • On-call support for field technicians

General Expectations:

  • Adhere to company policies and principles
  • Safeguard confidentiality of information
  • Maintain professionalism in all interactions
  • Seek guidance when necessary
  • Comply with import and export regulations