Technical Support Associate
Hyannis, MA 02601
TECHNICAL SUPPORT ASSOCIATE
Provides technical support to dealers by researching and answering technical questions in a timely manner; resolving problems, providing resources, determining and following up with root cause resolution.
KEY JOB RESPONSIBILITIES:
- Understands issues by listening to problems and concerns; leading call through detailed troubleshooting steps in an efficient and timely fashion while positively representing the brand • Resolves issues by researching documentation; troubleshooting hardware; software, or feature problem; guiding dealer through corrective steps; leveraging existing documentation and resources; escalating problems to next level; tracking status of problems and solutions • Maintains help desk database by entering caller statistics, inquiries, responses, creating documentation, and training materials • Updates job knowledge by tracking and understanding emerging practices and standards; participating in educational opportunities; reading professional publications • Performs on-call rotational duties as needed
- Exemplary customer service, customer focus, listening, professionalism and patience • Technical troubleshooting skills, technical understanding of AV products, clear written and verbal communication skills, data networking knowledge, mac computing knowledge, Linux computing knowledge • Field based experience with advanced integrated systems
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