Product Support Technician (Remote)
: Job Details :

Position Purpose:The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.As a Product Support Technician, you willactively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.Key Responsibilities:30% Support & Enablement:* Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly* Monitors system updates to remain aware of common problems users are experiencing* Actively listens to and builds rapport with end users to elicit problem details30% Delivery & Execution:* Performs software installations for customers* Documents, reviews and ensures that all quality and change control standards are met* Applies diagnostic utilities to aid in troubleshooting* Accesses software updates, drivers, and knowledge base to aid in problem resolution* Tests fixes prior to closing tickets to ensure problems have been adequately resolved* Interacts and builds relationships with site leadership where applicable30% Administration & Operations:* Documents all pertinent end user identification information including nature of problem* Records, tracks, and documents the problem-solving process for each ticket10% Learning:* Participates in formal and informal training sessions to gain new skills and knowledge* Reviews regular pertinent product update information to keep knowledge current* Contributes to and updates knowledge database and team training documentation* Collaborates with other team members to share and exchange informationDirect Manager/Direct Reports:* Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.Travel Requirements:* Typically requires overnight travel less than 10% of the time.Physical Requirements:* Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.Working Conditions:* Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum Qualifications:* Must be eighteen years of age or older.* Must be legally permitted to work in the United States.* Must be legally permitted to work in the United StatesPreferred Qualifications:* 0-1 years of relevant work experience* Experience with CRM or standard ticketing systems and remote monitoring and management software* Experience with Microsoft Office standard applications* Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems* Experience with virtualized and cloud-based environments* Familiarity with administering antivirus software* Familiarity with administering mobile devices and mobile device management systems* Understanding of Data management (backup) software and Windows Server* Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools* Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix ServersMinimum Education:* The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.Preferred Education:* No additional educationMinimum Years of Work Experience:* 0Preferred Years of Work Experience:* No additional years of experienceMinimum Leadership Experience:* NonePreferred Leadership Experience:* NoneCertifications:* NoneCompetencies:* Being Resilient: Rebounding from setbacks and adversity when facing difficult situations* Collaborates: Building partnerships and working collaboratively with others to meet shared objectives* Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences* Customer Focus: Building strong customer relationships and delivering customer-centric solutions* Decision Quality: Making good and timely decisions that keep the organization moving forward* Interpersonal Savvy: Relating openly and comfortably with diverse groups of people* Manages Conflict: Handling conflict situations effectively, with a minimum of noise* Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder* Resourcefulness: Securing and deploying resources effectively and efficiently* Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations