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Technical Support

Company: Monster
Location: Pompano Beach
Posted on: June 17, 2022

Job Description:

JOB DESCRIPTION DATE:02/23/2021REPORTS TO:Help Desk Manager POSITION TITLE:Customer Support TechnicianFLSA:NON -EXEMPT DEPARTMENT:TechREVISION DATE Job Summary:Provide technical support to our customer network for our CCTV / IP surveillance products and services. Basic job duties include but are not limited to:Maintaining an 'excellent' level of technical support for our customers. Candidates will demonstrate grace when interacting with customers while resolving technical problems that span a range of platforms and technologies (Surveillance Hardware / Software (Mobile and Desktop), TCP/IP Networking, Customer Provided Routers for SOHO, Web Technologies, etc)Troubleshooting and/or establishing LAN / WAN connections to our productsInstall and configure our computer software and mobile applicationsContinuously learn updated industry and product knowledge regarding best practices and latest technologiesTake incoming and make outbound support calls to assist installers / end users with configuring our product or troubleshooting issues with our products through our Hosted Call Center systemLog calls as tickets within our Issue Tracking System, for end to end resolution and satisfaction scoringRemote support as needed for field technicians to better assist with troubleshooting and product trainingCreate tickets for return items for various issues using our ERP and ticketing systemAdditional job duties include:HelpDesk Ticket ManagementProvide excellent case details from customer reports about the problem, expected outcome, impact and severity.Solve simpler or routine problems by providing product information, guidance, support, and education when needed.Review unsolved, stale, and sustaining tickets that require follow up, attention.Push unsolved and sustaining tickets to Engineers and Analysts as required to continue moving support tickets towards a solutionEducation/ Experience:2 Years in a Call Center or Technical Role, or equivalent trade certifications and work experienceExcellent written and verbal communicationStrong phone contact handling skills and active listening.Ability to multi-task and context-switch effectively between different activities Flexible, team player, get-it-done personalityAbility to organize and plan work independentlyAbility to work in a rapidly changing environmentLanguage SkillsAbility to effectively present information and respond to questions from groups of Managers, clients, customers, and the public.Mathematical SkillsAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.Reasoning Ability Ability to solve practical problems with a variety of concrete variables in situations where one limited standardization exists.Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Other Qualifications Flexibility: priorities change very quickly in this position. Must be able to manage multiple projects and adapt to changing situationsWORK ENVIRONMENT/PHYSICAL REQUIREMENTS: physical/mental requirements- on phone, chat or online call for extended time.FINAL STATEMENT: This job description in no way states or implies that these are the only duties to be performed by the job holder. The employee will be required to follow any other instructions and to perform any other duties requested by their supervisor.EMPLOYEE SIGNATURE: __________________________DATE: _____________________DEPT. MANAGER'S SIGNATURE: ______________________DATE: _____________________ H.R. MANAGER'S SIGNATURE: ________________________ DATE: _____________________

Keywords: Monster, Pompano Beach , Technical Support, IT / Software / Systems , Pompano Beach, Florida

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