IT​/Tech Technician, Technical Support

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Installs, maintains, or repairs items or products ordered and supports customers through specialized technical or scientific knowledge/product applications in a customer's home or place of business. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.

May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature.

Demonstrate the most basic features/attributes of the product/service, periodically linking the benefits to the customer's key challenges.

Provide advanced product/service information.

Carry out standard installation activities under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions.

Carry out standard maintenance and repair activities under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions.

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Make calls (by telephone or in person) to allocated existing customers to maintain relationships. Provide a first point of contact for resolving customer queries and complaints.

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Follow a range of mandatory procedures and methods of work (including use of personal protection equipment where relevant) to safeguard the environment and the well‑being of self and others.

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.