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Field Specialist , Advanced Product Technical Support
Job in
Duluth, St. Louis County, Minnesota, 55806, USA
Listed on 2026-07-20
Listing for:
Jobtailor
Full Time
position Listed on 2026-07-20
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support
Job Description & How to Apply Below
- Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers.
- Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action.
- Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues.
- As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures.
- Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation.
- Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.
- Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields.
- Continually monitors phone, email, and voicemail queues and notifies team when attention is required.
- Escalates cases when appropriate, determining the most effective solution to a problem. Tracks cases until they are resolved.
- High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience
- 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent
- Required
Certifications:
(Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+ - Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.
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