LED Support Technician
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POST DATE 8/23/2016
END DATE 12/22/2016
EBSCO Industries Inc.
JOB DESCRIPTIONJob ID: 8596
Experience: 3 years
Job Category: Manufacturing and Production
Education: High School Diploma/GED
Position Type: Full-Time Regular
Required Travel: Yes
Location: AL - Clanton
Travel Percentage: 10
The LED Support Technician is a front line position responsible for the intake of helpdesk and troubleshooting inquiries from ESG (EBSCO SIgn Group) customers. This position will focus on issue resolution, increasing customer satisfaction and improving future referral business.
Provide effective customer support for dedicated 3rd Party software and hardware.
Support both technical & non-technical individuals with a wide range of technologies.
Responsible for advanced technical troubleshooting and analysis methods.
Resolve Issues escalated from Level I personnel.
Collect information that will increase team s ability to troubleshoot future problems.
Ability to recognize quickly if solution is beyond skill level and pass to Level III /
General to advanced understanding of the product or service focusing on hardware.
Solve 80-90% of the user problems with software & hardware.
Provide advanced technical support.
Ability to formulate / direct a repair plan.
Troubleshoot and diagnose problems on desktop equipment and peripherals.
Test and troubleshoot software and hardware issues.
Create workaround procedures when standard procedures have failed.
Adhere to Warranty terms and conditions.
Maintain history and status of issues in CRM Software.
Create & deliver subject specific training sessions as part of a team-wide development initiative.
Work as needed on customer migration and product testing projects.
May serve as technical advisor to product development teams.
Required Qualifications (Measurable)
3 years minimum experience with Windows OS & Microsoft Office
2-3 years progressive experience in a technical project implementation / customer support role.
Capable of handling calls within specific time constraints.
Preferred Qualifications (Measurable)
Min. Hrs. at Computer Daily
Five to Seven Hours
Able to lift 50lbs + of weight
Limited to moderate Travel
Excellent resolution skills and ability to prioritize support issues.
Solid time management skills.
Proficient in written and verbal communication.
Ability to adjust priorities in a fast paced environment.
Friendly, outgoing, empathetic, patient and customer focused.
Prioritize and multi-task effectively.
Work with little supervision when necessary.
Adjust priorities in a fast paced environment.
Build customer trust and ensure 100% satisfaction.
Other Physical/Mental Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Ability to operate in a production-driven environment and perform at the required standards.
Sedentary and physical activity requiring reaching, bending, kneeling, stooping, pulling, carrying, balancing, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
50% or more time is spent looking directly at a computer monitor.
Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
Required to stand, walk (or otherwise be mobile).
Ability to deal with stressful situations as they arise.
Comfortable working aloft and operating a lift.
Work hours M-F 9:30AM 6:30PM EDT.
Hands on diagnostics and first call problem resolution using available tools, software, hardware and logic.
Effective verbal and written communication skills.
Solid interpersonal skills to interact successfully with customers, management and team members.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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