Primary responsibility for this position entails providing telephone-based technical assistance to end-user customers and field sales reps regarding the installation and configuration of wireless temperature monitoring products. This position will require interfacing with Senior Support Specialists, Application Developers, company management, sales and others as required to resolve customer product installation, usage and support issues. This position may require travel and face-to-face interaction with clients.
Troubleshoot, diagnose, and solve hardware/software faults.
Install and configure hardware and software.
Provide technical support, including procedural documentation.
Maintain friendly and cooperative relationships with end-user customers and team members to ensure a high standard of professionalism, product reliability and customer satisfaction.
Advise management when aware of any product issues that affect reliability, performance and customer satisfaction.
Test and verify proper operation of products and new releases.
Perform on-site training, software/hardware installation, and site evaluations at a client’s location.
Conduct online and in-house product training and cross training classes.
Able to work independently and efficiently to meet deadlines.
Able to promptly answer support related email, phone calls and other electronic communications
Perform other duties and responsibilities as assigned.
Good interpersonal, communication and organizational skills.
Strong problem solving skills.
Strong knowledge with Windows-based operating systems.
Knowledge of troubleshooting computer hardware, computer software, and wireless network and communication devices.
Knowledge of configuration & setup of Microsoft IIS Web Server.
Knowledge of Microsoft SQL Server.
Knowledge of basic TCP/IP Networking and network troubleshooting/diagnostic skills.
Must have proficient oral, written and interpersonal skills as well as demonstrated customer service skills.
Knowledge of Microsoft ASP, ASP.NET, HTML, & XML a plus.
Working conditions are normal for an office environment.
Work may require overnight travel and/or evening work.