Technical Support Technician

The Technical Support Technician is responsible for ensuring a high degree of post sales customer satisfaction to our customers, resellers, and installation partners. 

• Delivers exceptional service and technical support to customers and field technicians via telephone, email and remote connection over the Internet.
• Diagnose and resolve technical hardware and software issues involving Company products.
• Accurately process and record call transactions using trouble ticket tracking software.
• Offer alternative solutions where appropriate with the objective of satisfying and retaining customers.
• Escalates issues as appropriate to immediate Supervisor and follows-up accordingly to ensure that high levels of customer satisfaction.
• Communicates proactively to other internal departments to ensure overall client satisfaction.
• Maintains a proficient level of knowledge about Company products and services and proactively seeks training to stay abreast of new product offerings.
• Proficiently and accurately utilizes several internal software tools and templates including; Macola, Clientele, Client Web Services, and Salesforce to ensure a timely and accurate flow of information.

• Three plus years of experience in customer facing position
• Experience utilizing a variety of software packages including MS Office and CRM tools
• Good working knowledge of basic electronics and RF
• Proficient with remote accessing tools such as NetTerm, FTP and HTTP.
• Knowledge of Linux is a plus
• Thrives in an environment that is fast paced, constantly changing and where one is required to make key decisions independently