Technical Support Specialist - Daley and Associates
Plano, TX
About the Job
Technical Support Specialist – Manufacturing – Plano, TX
Daley And Associates is currently seeking a Technical Support Specialist for a client who is a strong manufacturing company located in Plano, TX. This candidate will be primarily responsible for closing technical support tickets via in-person, over the phone, or virtual. Some travel may be required for training or as an on-site technician should the need arise. This candidate must be onsite 5 days a week. This role will pay up to $70K on a base salary.
Responsibilities:
Qualifications:
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Daley And Associates is currently seeking a Technical Support Specialist for a client who is a strong manufacturing company located in Plano, TX. This candidate will be primarily responsible for closing technical support tickets via in-person, over the phone, or virtual. Some travel may be required for training or as an on-site technician should the need arise. This candidate must be onsite 5 days a week. This role will pay up to $70K on a base salary.
Responsibilities:
- Answer phone calls and emails sent to Technical Support in a timely manner with resolution within specific guidelines
- Provide outstanding technical and non-technical support
- Maintain needed skills to handle technical questions that may come into our group from customers
- Participate in the on-call rotation regularly
- Accurate and complete entry of case records in our ticketing system.
- Maintain a working knowledge of our customers and their specific needs
- Assist other Technical Support Personnel with various issues and work with internal and external resources to resolve issues that exceed the capacity of the team to resolve
- RMA and replace equipment after troubleshooting if required
- Manage onsite dispatches and depot shipments through our partners
- Learn about Company’s business as appropriate. Show up to work on time and attend work as scheduled
- All other duties as requested by supervisor or department head
Qualifications:
- Associates degree in computer related field or equivalent experience plus 2 years of experience in same or similar industry.
- At least 1 year in contact center or similar support role in a field service environment and have a strong background in customer service, telephone support or direct customer interaction.
- 1 year experience supporting or integrating server or rackmount hardware
- Valid driver's license and clean driving record; some local travel required.
- Good interpersonal and communication skills.
- Must be extremely self-sufficient and able to work and remain alert for long periods of time with minimal interaction
- Experience supporting or maintaining Intel based hardware
- Ability to exercise good judgment applying troubleshooting techniques and logical analysis of complicated problems and systems to determine appropriate solutions to customer technical issues
- Ability to work in a team environment meeting critical deadlines
- Ability to understand and follow all applicable Business Management System (BMS) processes.
- Excellent written communication skills and ability to create documentation to help support team and/or customers
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Source : Daley and Associates