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Technical Support Expert

2 months ago

Kent, Ohio, United States Procom Full time
Senior Technical Support Specialist

We are seeking an experienced Senior Technical Support Specialist to provide advanced technical assistance to our field engineers, technicians, and product support personnel. This role is crucial in resolving complex technical issues and ensuring the smooth operation of our equipment and software.

Key Responsibilities:
  • Provide expert technical support via phone and email for diagnosing, troubleshooting, repairing, and debugging equipment
  • Handle escalated issues where first-line support has been unable to resolve problems
  • Document and report issues in Salesforce
  • Deliver customer training on highly technical or sophisticated products as needed
  • Offer advanced support for complex products and systems
Mandatory Skills:
  • Extensive practical knowledge gained through significant experience in technical support
  • Strong understanding of technical procedures and concepts in relevant disciplines
  • Ability to make sound judgments based on experience and expertise
  • Excellent problem-solving and communication skills
  • Proficiency with Salesforce or similar CRM systems
Desired Skills:
  • Self-motivated, highly skilled in technical troubleshooting
  • Ability to communicate complex information clearly to both technical and non-technical audiences