TierTechnical Support Representative

Job Title:
Tier 2 Technical Support Representative

Location:
Marlborough, MA

We are currently looking for a Tier 2 Technical Support Representative to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve more complex technical issues, usually by remote diagnosis in a timely manner. The Tier 2 Technical Support Representative role will also include telephone support of our custom Windows application, Windows operating systems, and limited network support for customers.

• Answer all customer enquiries concerning operation and configuration of the Daytona, California, Monaco, Silverstone and Nikon Retina Station.
• 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 support 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.

At Optos, we offer a highly competitive compensation and benefits package.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.

If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!