Product Support Technician (Remote

Position

Purpose:

The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.
As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.

• 30% Support & Enablement:
• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
• Monitors system updates to remain aware of common problems users are experiencing
• Actively listens to and builds rapport with end users to elicit problem details
• 30% Delivery & Execution:
• Performs software installations for customers
• Documents, reviews and ensures that all quality and change control standards are met
• Applies diagnostic utilities to aid in troubleshooting
• Accesses software updates, drivers, and knowledge base to aid in problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• Interacts and builds relationships with site leadership where applicable
• 30% Administration & Operations:
• Documents all pertinent end user identification information including nature of problem
• Records, tracks, and documents the problem-solving process for each ticket
• 10% Learning:
• Participates in formal and informal training sessions to gain new skills and knowledge
• Reviews regular pertinent product update information to keep knowledge current
• Contributes to and updates knowledge database and team training documentation
• Collaborates with other team members to share and exchange information

• Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must be legally permitted to work in the United States

• 0-1 years of relevant work experience
• Extensive experience in Customer Service and Service Now ticketing systems
• Experience with CRM or standard ticketing systems and remote monitoring and management software
• Experience with Microsoft Office standard applications
• Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
• Experience with virtualized and cloud-based environments
• Familiarity with administering antivirus software
• Familiarity with administering mobile devices and mobile device management systems
• Understanding of Data management (backup) software and Windows Server
• Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
• Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

• No additional education

• 0

• No additional years of experience

• None

• None

• None

• Being Resilient:
  Rebounding from setbacks and adversity when facing difficult situations
• Collaborates:
  Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively:
  Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus:
  Building strong customer relationships and delivering customer-centric solutions
• Decision Quality:
  Making good and timely decisions that keep the organization moving forward
• Interpersonal Savvy:
  Relating openly and comfortably with diverse groups of people
• Manages Conflict:
  Handling conflict situations effectively, with a minimum of noise
• Nimble Learning:
  Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
• Resourcefulness:
  Securing and deploying resources effectively and efficiently
• Situational Adaptability:
  Adapting approach and demeanor in real time to match the shifting demands of different situations