Location: Leawood,KS, USA
As a Technical Support Specialist for Business Communication products (PBX system, SIP Phone, and Scanner), the qualified candidate needs to have strong product knowledge in Telecom, Hybrid PBX, IP, VOIP, SIP, Networking, Document Imaging Hardware, and Software. In addition, communication and organizational skills are required. The qualified candidate will work with the Panasonic Team, including Engineering in Japan, Engineering of 3rd party partners, dealer installers, and customers. Responsibilities Provide exemplary customer service to internal and external customers. Demonstrate timely and efficient resolution of customer contacts. Exercise empowerment within guidelines when accommodating customers. Evaluate, research, and escalate as appropriate for skill level to Japan Technical support or PSSNA. Support customer requests for general inquiries and route as appropriate. Accurately document customer contacts within product-specific ticketing systems. Demonstrate efficient and appropriate use of resources. Provide advanced technical phone and email support on all PBX system, SIP Phone, and Scanner Hardware and Software products via phone, chat, and email. Clarify, understand, and resolve technical issues for Customers, Dealers, and Third-party Field Service Vendors. Provide content of issues and resolutions, ensuring all customer problems and requests are clearly documented in the call tracking database. Diagnose and determine issues by reviewing procedures and actions taken by technical contacts. Maintain the technical support groups professional and technical knowledge by studying and using products, attending training classes and seminars, and reviewing technical publications. Other job duties as required. Job Requirements Previous call center experience preferred. Fundamental understanding of electronics required. Ability to read and understand technical documents and manuals. PC literate with the ability to use Microsoft Word, Excel, and PowerPoint. Ability to perform multiple tasks simultaneously. Ability to work in a diverse, team-based environment. Ability to work independently with limited guidance. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Ability to follow established practices and procedures in analyzing situations or data. Excellent oral and written skills; ability to respond positively to customer emotions, stress, and negative circumstances. Minimum 3 years of related experience in all aspects of PBX system, SIP Phone, and Scanner Hardware, Software, programming, and IP networks. Understanding of WireShark or similar protocol analyzer testing is a plus. The hourly range of $20.00-24.00 hr is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location. Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety-sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America. J-18808-Ljbffr