Randstad Technical Support Specialist in Pittsford, New York
Technical Support Specialist
Friday, October 7, 2016
Technical Support Specialist - Rochester, New York
Responsible for answering incoming phone calls, emails, and other inquiries into the Technical Support Center. Technician will clearly identify and document the problem summary and description as described by the customer as well as record the call details in the CRM tool following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation. The TSS will utilize the provided tools (such as: SalesLogix, Knowledge Base, DevTrack, HP Quality Center, SharePoint, Google, etc.) to research problems for known and existing solutions.
The TSS is required to follow documented processes to ensure callers are certified as outlined in the certification program and have current qualified support agreements in place.
Other Responsibilities: Assist with testing on new/existing products. Travel to customer site required as needed.
The TSS will continually utilize the corporate wall board to assess daily performance. They will work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
Candidate must have experience working with currently supported operating systems
Understanding of basic AC and DC circuitry and electronics
Comprehensive understanding of current network topologies and protocols
Knowledge of SQL database engines
Previous experience in Access Control, Video, Intrusion and related security technologies
Excellent listening, verbal, and written communication skills
Professional telephone manner and outstanding customer service skills
Must have the ability to multitask and work independently
Must be detailed oriented in order to effectively resolve technical customer issues
Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills
Ability to meet tight deadlines and adapt to change
2 years experience in customer service and/or technical help desk (preferred)
Excellent interpersonal skills, ability to work well with customers, peers, management and other departments
Ability to take instruction and follow established disciplines
Performance: The Technician is required to be ready to take calls at all times unless time is authorized to be off the phone.
Skill Training: Technicians will be required to attend training as needed. Training will include but is not limited to: Company Products
High School Diploma/GED minimum with a minimum 4 years of related experience - Associates degree in Computer Science, IT, or electronics (preferred)
Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred) Language Proficiency Bi-Lingual English, Spanish, French and Portuguese proficiency is preferred.