Tech Support Associate

Finish Line Staffing Services Published: February 2, 2020
Location
Hyannis, MA, United States
Job Type
Category

Description

Provides technical support to dealers by researching and answering technical questions in a timely manner; resolving problems, providing resources, determining and following up with root cause resolution.

KEY JOB RESPONSIBILITIES:

• Understands dealer’s issues by listening to problems and concerns; leading call through detailed troubleshooting steps in an efficient and timely fashion while positively representing the brand
• Resolves issues by researching documentation; troubleshooting hardware; software, or feature problem; guiding dealer through corrective steps; leveraging existing documentation and resources; escalating problems to next level; tracking status of problems and solutions
• Maintains help desk database by entering caller statistics, inquiries, responses, creating documentation, and training materials
• Updates job knowledge by tracking and understanding emerging practices and standards; participating in educational opportunities; reading professional publications
• Performs on-call rotational duties as needed

QUALIFICATIONS:

• Exemplary customer service, customer focus, listening, professionalism and patience
• Technical troubleshooting skills, technical understanding of AV products, clear written and verbal communication skills, data networking knowledge, mac computing knowledge, Linux computing knowledge
• Field based experience with advanced integrated systems
• Demonstrate the ability to follow logical process in order to determine and resolve issues

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