Enterprise Support Technician

Remote Customer Support Technician

Summary: This position is responsible to efficiently answer and troubleshoot customer calls, identify problem(s)/concern(s), provide suggestions on long-term solutions and document solutions in detail. Present a positive and professional image of Enterprise products and HS One to customers. Assist new trainees during their evaluation period. Act as a resource to other HS One support personnel.

What You Will Do:

• Answer technical calls regarding Enterprise software:
• Provide high-quality service -- patiently walking customers through problem-solving steps.
• Utilize available resources (knowledge base, call logs, other TSMs) to troubleshoot and diagnose customer's concerns.
• Assist co-workers as needed in areas such as product knowledge, hardware basics, operating system basics, troubleshooting skills, customer service skills, time management, and organizational skills.
• Participate in testing and/or reproducing customer's concerns in current applications.
• 100% call ownership. Every call that comes should be handled by this technician until completely resolved.
• If a SHPR (Software Hardware Problem Report) or other method is required, call-backs and other PR (Public Relations) steps will be taken to assure customer satisfaction.
• Extensive research may be necessary.
• Use proper dental, accounting, and computer terminology when performing support functions.
• Maintain a limited amount of open calls.
• Document information regarding technical calls:
• Provide detailed and accurate call logs for every call received.
• Document solutions, common calls, and concerns through the knowledge base, email, and/or other reporting methods available.
• Maintain acceptable attendance and attitude:
• Follow assigned work schedule accurately (including lunch).
• Demonstrate a good working attitude.
• Must remain professional on and off the phones.
• Involved in self-improvement programs and special projects set forth in the department:
• Develop area(s) of specialty as determined with manager -- a minimum of one specialty area per quarter.
• Develop and share ideas to improve support and product offerings.
• Stay up-to-date on products and support product information.
• Attend and participate in provided training.
• Set goals to strengthen product knowledge and job skills.
• Participate in special products that improve the service provided to Enterprise customers.
• Participate in special projects that improve the service provided to our customers.
• Exemplify desire for HSPS product and service success in the market.
• Exhibit in-depth expertise of all Enterprise products -- use the knowledge to handle customer problems and offer problem resolutions.
• Maintain Enterprise Knowledge Base.
• Handle important account issues:
• Handle escalated offices with professionalism and patience.
• May assist in demonstration of product to potential Enterprise customers.
• Install software and upgrades for customers through networking channels.
• May be asked to travel to offices for troubleshooting purposes in software, network, and hardware.
• Assist training needs for the department and division:
• Assist with new technician and team trainings.
• May assist in training other technicians, Enterprise salespeople, and customers on the use of the Enterprise software.

Qualifications:

Must have:

• Typically 4 or more years of related experience.
• Typically high school education, vocational training and/or on-the-job training.
• Bachelor's degree preferred.
• Excellent knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge.
• Working knowledge of Microsoft Windows Operating Systems.
• Working knowledge of Microsoft Word and Microsoft Excel.