Technical Support Customer Specialist
4 weeks ago
Job Summary:
We are seeking a skilled Technical Support Customer Specialist to provide exceptional technical support to customers, resolve issues, and ensure a positive customer experience.
Key Responsibilities:
- Manage/triage a ticket queue of quality issues identified in a data center environment.
- Perform first-level investigation and triage of tickets submitted to a quality issue queue to ensure proper information is submitted, categorize the issue for trend analysis, and handoff to the correct partner team for resolution.
- Complete first-level root cause analysis of data center issues and provide recommendations or proposed resolutions based on the investigation.
- Review fleet data to identify issues associated with deployment/production and then create bugs to hand off to the correct partner teams for resolution.
- Gather and analyze manufacturing/field data within the data center environment to extract actionable insights and continuous improvement opportunities.
- Monitor, review, and present product performance data and metrics to stakeholders in a concise and clear way that enables data-driven decision making.
- Review, edit, improve, and create technical documentation (deployment guides, population documents, repairs guides) based on data, investigations, technician feedback, and quality fundamentals.
Requirements:
- 5+ years of experience working in computing hardware quality, product engineering, test engineering, or electronic hardware systems issue resolution.
- Experience in data analysis and visualization using SQL, JMP, or Python.
- People skills to work with and influence others.
- Background in troubleshooting/repair of server/storage and networking products.
- Experience working in a hardware development (R&D) lab environment.
- Experience working in a data center environment.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions.
US Tech Solutions is an Equal Opportunity Employer.
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