15 days old

Product Support Technician-Pipeline Atlanta

Atlanta, GA 30308
JobTitle: Product Support Technician-Pipeline Atlanta
Job ID: 348539_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:

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 will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

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 details

30% - 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 applicable

30% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket

10% - 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 information

NATURE AND SCOPE

Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

Categories

Posted: 2020-01-31 Expires: 2020-03-01

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Product Support Technician-Pipeline Atlanta

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