Technical Support Representative

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Technical Support Representative

Summary

As a member of the Technical Support Team, the Technical Support Representative will: provide technical support to customers on a variety of hardware and software issues associated with Onset’s product lines; identify, research, and resolve technical issues; ensure timely response and resolution to customer problems; track and document support issues; and escalate problems as needed to appropriate personal.

Duties and Responsibilities  

  • Ensure 100% customer satisfaction
  • Identify, troubleshoot, and document computer/data logger/hardware and software-related issues over the telephone, while maintaining a professional/business attitude
  • Monitor and respond to technical support issues submitted electronically, via Email, Chat, Web
  • Ensure timely response and resolution of customer's technical support issues
  • Document and track correspondence and issues
  • Creatively perform a variety of complicated technical tasks, relying on experience and judgement to plan and accomplish goals
  • Assist customers with product installation support and training (some travel required)
  • Process and update SROs; manage SRO customer interface
  • Document software, hardware, and manual problems; communicate information to product manager
  • Document new product and new feature requests
  • Maintain proficiency in the Onset product lines
  • Maintain monthly metrics on workload as requested

Other duties may be assigned

Secondary Responsibilities

  • Assist in training/mentoring new and/or existing employees
  • Contribute to customer technical update bulletins, newsletters, and internet FAQs

Requirements

  • AS required, or BSEE, or similar technical discipline preferred
  • Demonstrable knowledge and troubleshooting experience with PC and Mac operating systems
  • Knowledge of SalesForce CRM
  • Excellent phone, documentation, organization, and time-management skills
  • Excellent teamwork skills 
  • Ability to quickly learn new products/technologies
  • Knowledge of data logging products preferred

EEO/AA. No calls please.
No sponsorship.