Assoc Service Support Analyst
USA Jobs
Technical Support Specialist
Provide technical support for the most complex Snap-on products to internal and external customers including troubleshooting and documentation. Responsibilities include acting as first level support and providing troubleshooting for Snap-on Tool Control systems. Create and manage support cases for both internal and external customers. Work with internal and external sources to resolve problems. Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls. Act as a resource for others as needed. Keep abreast of changing industry standards and emerging technology. Participate in special projects as needed. Follow all company policies and procedures. Perform all other duties as assigned by management. Qualifications include an associate degree in IT or related field, or equivalent work experience. 1-2 years technical support experience, experience in call center environments is a plus. Basic mechanical ability and basic equipment repair skills. Strong problem solving- skills with the ability to work independently. Customer focused. Ability to learn a broad range of products across multiple product lines.
Computer skills: Proficiency with Windows operating systems, as well as Office 365, experience in using Service Ticket systems. Ability to add PCs to a network and troubleshoot basic PC problems. Excellent communication skills - both verbal and written, including technical writing skills. Demonstrated organizational skills.