Technical Support Specialist

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Full Time Regular San Antonio, TX, US 1 Attachments

4 days ago Requisition

Salary Range: $20.00 To $21.00 Hourly

Job Posting

Technical Support Specialist

Full Time
- Regular

Pay Rate: The starting base pay for this role is USD $20 - 21.00 per hour. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future

Non-Exempt/Exempt: Non-exempt

Job Status: Full-time

Location:
San Antonio Office - must be able to be on site to work with equipment

Reports To (Position): Operations Manager

Summary

Fujitsu Frontech/Fulcrum Biometrics is seeking a results-oriented individual with the desire for a career in technical support to join our growing team. The successful candidates will possess a professional and take-charge style with the motivation to meet and exceed customer expectations.

Technical Support Specialist is responsible for developing and maintaining overall excellence in product/service deployment and support. Supports customers by providing functions relating to deliverability, serviceability and supportability of offered products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the position include, but are not limited to:

• Identifies, investigates and resolves users’ problems with computer software and hardware within a timely manner (Phone, Email, Chat, etc.)
• Participates in the after hours, on-call rotation for 24-hour emergency coverage
• Troubleshoots and replicates problems reported on device hardware and or software platforms from direct customers, SDK/hardware integrators and others
• Reviews the trouble ticket queue to identify issues that need to be addressed. Works through the ticket queue without intervening management direction Resolves tickets within established SLAs. Raises issues that require management attention or involvement
• Establishes and maintains high levels of customer satisfaction according to defined objectives while adhering to established policies
• Creates and maintains FAQs, guides and other support tools
• Creates and maintains support procedures and policies
• Must have the ability to easily learn custom software and hardware systems
• Provides feedback to managers when significant products/services failures occur and works with the affected department heads to help solve the issue(s)
• Research and provide recommendations on environmental and process changes to solve technical issues or concerns using root cause analysis
• Engage in current or new product/service discussions
• Regular work site attendance

Other

Duties and Responsibilities:

• Review and modify pre-existing Fulcrum owned Support documentation for serviceability requirements, provide technical feedback for implementation of operational changes for or relating to Support center operations
• Assist the team in achieving established goals and departmental objectives
• Maintain day-to-day management and administration of projects and provide upper management weekly project briefings
• Perform quality work within deadlines with or without direct supervision
• Adhere to company policies, and quality guidelines
• Additional responsibilities as assigned. This job description is not intended to be all-inclusive. Other, reasonable and related duties may be assigned to meet the ongoing needs of the organization

QUALIFICATIONS

• Must be able to pass a (Fingerprint) background check (with the FBI)
• Familiarity with printers and supporting print jobs, printer alignments, etc.
• Strong organizational, analytical and problem-solving skills, along with excellent verbal and written communication skills
• Understanding of Windows…