Technical Support Specialist

at SMV Recruiting
Location Syracuse, New York
Date Posted April 3, 2024
Category Call Centre / CustomerService

Description

SMV Recruiting is looking for an Technical Support Specialist to work in the Syracuse, NY area. In this role, you will be one of the main personnel that answers product related support requests. You will also work closely with upper management and engineers to address consumer issues and with IoT technology. This is a very technical role, so someone who has previously worked in a telecommunications support role or in an IT help desk role with a deep knowledge of networking, troubleshooting and home networking will do well. Our client offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, etc. Our client is extremely employee-centered, growth company with tremendous opportunity. FYI, this is a direct hire role.



Responsibilities:



  • Provide product support to customers on products and systems via email, phone or website

  • Help troubleshoot issues including installation and maintenance for third party products

  • Provide feedack to technical support management and other internal teams to support new product design

  • Create bill of materials for items that solve product issues for customers and internal teams

  • Document and keep track of customer support issues so that they are resolved in a timely manner

  • Aid in new product development

  • Create solutions report for products and test new products

  • Provide on-site support to resolve outstanding product issues



Requirements:


  • Associate's Degree in Electronics or equivalent work experience is required

  • 3-5+ years experience in a call center

  • Experience troubleshooting systems step by step over the phone

  • Strong knowledge of products and specificaitons in relation to the industry including new technology

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