Job description

Tech Support Representative

ROLE SUMMARY
We are currently looking for a Tier2 Technical Support Associate to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve more technical issues usually by remote diagnosis in a timely manner.
The Tier2 Technical Support Associate role will also include telephone support of our custom Windows application, Windows operating systems, e-mail, dialup access and network support for customers and field employees. PC configuration and internal IT support will also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer all customer enquiries concerning operation and configuration of the Panoramic200™.
• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation to field teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
• Research technical and software issues to identify trends for early detection and repair.
• Perform data migration on customer computers.

MINIMUM QUALIFICATIONS

• Extensive knowledge and practical experience of operating systems including Windows 98/NT/2000/XP/Vista/7 essential.
• PC hardware and configuration skills essential.
• Intermediate networking knowledge required.
• Previous experience working in a customer care environment.
• Excellent problem solving, telephone and communication skills.
• Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.
• Good customer and vendor relationship skills
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
• Ability to work flexibly with the team to ensure timely delivery of service.
• Ability to produce high quality work under pressure and within tight timescales.
• An ability to work within tight deadlines and manage time effectively.
• Strong team player with flexible attitude to work priorities.
• Excellent computer skills (MS Office applications and Internet Explorer).

BENEFITS
We offer a highly competitive compensation and benefits package.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Marlborough, MA 01752: Reliably commute or planning to relocate before starting work (Required)

Experience:

• WAN: 1 year (Preferred)
• LAN: 1 year (Preferred)
• File Sharing: 1 year (Preferred)
• IP Troubleshooting: 1 year (Preferred)
• Technical support: 1 year (Preferred)
• Network Troubleshooting: 2 years (Preferred)

Work Location: One location

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