Internal Tech Support Analyst |
| Location: | Plano, TX |
| Salary Range: | Commensurate with experience |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | yes |
| Employment Type: | Full Time |
| Department: | Other |
| Description: | Provide responsive and excellent support to internal Tech Support and our Business Application Engineers providing installations for Symon customers in areas of product features, installation, troubleshooting, use and usability of Symon's software and hardware products. Document detailed issue description and resolution in HEAT ticket/call logging database. Provide excellent client management including excellent communications, responsive follow through, and advocacy for client issues within internal departments. Success is measured by customer satisfaction levels. Collaborate extensively within Tech Support and BAEs, including supervisor and manager, and actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. Continuously improve your knowledge of the existing and new products in order to optimize the collective team knowledge in order to provide the best possible customer service and satisfaction. |
| Duties: | Support level two escalations for Tech Support and Internal installation engineers. Work closely with Development and Testing QA to ensure appropriate logging and known issues/bugs are documented. |
| Qualifications: | A minimum of 2 years experience in troubleshooting Symon call center and Digital Signage applications.Degree in a technical field, certifications (MCP, MCSE, A+), or equivalent experience. Must have audio visual experience (e.g., implementing A/V hardware) Experience with multimedia and digital video compression techniques as Windows Media Player and Quick time Knowledge of video codecsCall center experience with Symon reader boards and Symon softwarStrong desire to communicate with and help people Interpersonal skills - a people person that thrives in an open team environment Excellent ability to identify, research, and resolve problems using diverse resources in an organized and analytical manner. Ability to document these issues effectively so team members can review. Strong understanding of PC hardware and networking Strong knowledge of MS Office products , IIS,.Net, MPF Strong knowledge of Microsoft Operating Systems (Unix/Linux experience is a plus) Candidate must be self motivated, dedicated and willing to take an active role in a team environment. Familiar with networking hardware, concepts, and protocols. Excellent ability to manage time and prioritize tasks in a fast paced environment. Exceptional communication and interpersonal skills. Exceptional troubleshooting skills. Excellent phone, written, and verbal skills - a good listener. |
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