Tier II Technical Customer Support

1 month ago


Leawood, United States Panasonic Full time

Essential Job Functions:

Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I. Ensure all tickets/escalations are followed up with in a timely and efficient manner Escalate and work closely with software engineers when an issue arises beyond Tier II capabilities Work to document processes by creating SOP’s and maintaining them for training and ISO purposes Maintain system capabilities by testing existing equipment and programs when new features are rolled out. Try out new systems and software when applicable. Train new users on proper use of software. Other duties, as assigned

Job Requirements:

Previous call center experience preferred Fundamental understanding of electronics required Ability to read and understand technical documents and manuals Ability to perform multiple tasks simultaneously Ability to work in a diverse, team-based environment Ability to work independently with limited guidance Ability to perform comfortably in a fast-paced, deadline-oriented work environment Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion Intermediate skills with Microsoft Office Suite including Excel and PowerPoint

The hourly range of $ is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location. 



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