Technical Support Rep - Electronics

Engineering,Technical, Skilled Trades, Management & Computer positions

Submit your resume in MS Word format. If you know of someone who may be interested in this position, please email the job description.

• Very good written and verbal English communication
• Knowledge of relevant electronic circuitry and software
• Knowledge of customer service principles and practices
• Multi-tasking capabilities
• Can pass a basic Ethernet network knowledge test as part of the interview process
• Be comfortable working with Microsoft Operating systems and Microsoft Office Software
• Be able to attend, complete and pass an in house factory training on proprietary telecommunications equipment/software during the probationary period.
• Assist with technical training at corporate facility for distributor certification

To provide technical and network problem resolutions to Business Customers by performing question-based diagnosis while guiding users through step-by step processes. The position requires interaction with clients via telephone and email, clearly communicating technical solutions in a user-friendly, professional manner.
• Interact with customers to provide response to inquiries, concerns, and requests about products and services
• Gather customers information to determine the issue by evaluating and analyzing the symptoms and system logs
• Diagnose and resolve technical hardware and software issues involving system operations, integration, IP operations, and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per outlined specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Weekly reports outlining status of on-going calls
• Stay current with system information, changes and updates