Technical Support Technician

4 weeks ago

Parsippany, United States PNY Technologies Full time
MAIN FUNCTION:
  • Deliver service and support to end-users on all PNY products
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Accurately process and record call transactions using a computer and designated tracking software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Possess the ability to walk customers through installation of various PC hardware and software effectively
  • Create and maintain a supportive environment for customers by asking the right questions, listening carefully, taking detailed notes and partnering with other team members
  • Diagnose technology issues through various troubleshooting activities
QUALIFICATIONS:
  • High school diploma plus technical school for computer/PC or equivalent
  • Bachelor’s Degree or equivalent preferred
  • 6-12 months related experience
  • Demonstrated customer service ability
  • Excellent verbal communication skills, including ability to communicate effectively in English
  • Knowledge of commercial PC system installation or configuration
  • Ability to distinguish hardware-related problems from those caused by improper installation or configuration of software
  • Bilingual skills a plus
WORKING CONDITIONS:

The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job.

KEY RELATIONSHIPS:
  • Individual and corporate external and internal customers
  • PNY staff
DUTIES AND RESPONSIBILITIES:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Provide technical direction to PNY customers via phone and email to enable them to effectively utilize PNY products
  • Maintain a level of competency with requirements of new system and product releases and be well-versed in product knowledge of all PNY/HP offerings
  • Accurately process and record call transactions, gathering and entering customer information and data into call log to be used for quality reporting and determine the issue by evaluating and analyzing the symptoms
  • Research customer problems to resolution and communicate to customer using available resources
  • Achieve department productivity goals
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Diagnose and resolve technical hardware and/or software issues involving PNY supported product
  • Follow standard processes and procedures
  • Identify and escalate priority issues, redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining customers’ business
  • Follow up and make scheduled call backs to customers where necessary
  • Assist in other areas, as required

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