I&T Technical Specialist

Description

Job Responsibilities

24/7/365 support of field installation team members. Perform post installation checklists. Ensure new sites are added to autobot and view sites websites. Ensure all optional software is installed and functional. Provide “first line of support” contact for our international resellers (EGS, MYTEC, etc.). Confirm all post installation checklists are completed for prior week. Occasionally assist with staging equipment for future installations. Perform a variety of data entry projects/assignments. Perform various connectivity/network assignments. Resolve customer issues/requests via established procedures, including product usage questions. Use case-logging software to record client contact and actions accurately and concisely in our CRM platform. Follow departmental procedures regarding call etiquette. Follow departmental procedures regarding call escalations, ensuring calls are routed to appropriate resources on a timely basis. Learn, build, and maintain detailed knowledge of products, practices, and procedures to better serve our customers. Cooperate and communicate with team members to meet departmental goals; provide feedback on the status of service tickets, outstanding issues/concerns, etc. Handle a daily workload of a defined number of cases/inbound requests (based on role) – approximately 25+ cases per day or 80+ inbound requests based on role. Attend and participate in organizational meetings (e.g., team, department, company). Adhere to work schedules as defined and be available when contacted during work hours; adhere to attendance requirements. Demonstrate virtual operating principles (e.g., be on camera, respond in a timely manner to inquiries, maintain professionalism, eliminate/minimize non-work distractions, etc.). Be familiar with and follow established communication channels, following departmental procedures regarding escalation of calls. Be open and receptive to coaching and willing to learn new concepts; demonstrate agility in learning and adjust behaviors as technology changes. Complete assigned training courses on a timely basis and actively participate in our performance management process (4Talks). Follow company policies and procedures. Perform other duties as requested (e.g., project work; assisting other team members; etc.).

Required Skills And Competencies

Active Listening – The ability to listen attentively, comprehend and reflect on what is being said, to respond appropriately, and retain information for later recall. Collaboration – The capacity to be kind, considerate and work with a diverse group of individuals. A willingness to share information and to be taught by others (process and technical skills). Communication – The ability to elicit information tactfully and to explain technical issues clearly, both verbally and in writing; as well as to adjust direction based upon the knowledge/ability of the caller. Computer Proficiency – Demonstrated proficiency in using computers with the ability to simultaneously type/record issues and resolutions. Demonstrated knowledge of technical terms. Customer Service – The ability to demonstrate empathy and positivity while aiding in the resolution of technical issues; the ability to focus on each call without distraction, and do so in a calm, deliberate manner. Detail-Oriented – Attentive to details to ensure accuracy and completeness of work. Diagnostic – The ability to determine the root cause of issues quickly and accurately while adhering to established protocols. Patience – The capacity to resolve repetitive issues without anger or frustration. Problem Solving – The ability to determine and take the steps necessary to correct issues. Reading Comprehension – The ability to read, comprehend, and then provide clear, concise direction. Time Management – The ability to quickly and accurately close cases (knowing when to resolve or to escalate calls) and to prioritize tasks.

Education & Experience

Associate Degree preferred or equivalent years of experience. Demonstrated basic math skills. Knowledge of Office and Google product suites. Ideal candidate will have 2+ years of call center experience or 1+ year of remote technical support experience. Knowledge and proficiency in one or more of the following may be required: Windows, Linux, TCP/IP, networking configuration, SQL, or DHCP. Experience using case-logging software (Salesforce preferred) and the ability to listen and type at the same time. Call center or remote technical support experience . Restaurant experience is a plus; in some roles, this may be required. Bi-lingual (Spanish-speaking; French-speaking) is a plus.

Location

Ideally, this role will be in-office (Lansdale, PA) or Hybrid, however, Remote will be considered for otherwise qualified candidates.

Equipment

You will be provided with a company-issued laptop. A monitor, mouse, keyboard, and headset may also be provided depending upon the candidate’s preference. Phone, modem, and network connections are necessary.

Travel

Limited (10%) to none.

There may be times when a need arises for a technician to be on-site to assist and/or guide a customer. While these instances are rare, it is important to note it is possible.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice based upon business needs. Team members are expected to be flexible as such changes occur.