Technical Product Support Specialist II

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POST DATE 8/27/2016
END DATE 10/12/2016

Tyco Fire and Security Sunrise, FL

Sunrise, FL
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)


Provide daily efficient, effective, and cordial technical support to authorized customers in resolving hardware, software, or product operation problems. Assume responsibility for assigned product support projects following processes and procedures to support initiatives.


* Solves moderately complex problems primarily via telephone but also through e-mail

* Maintains accurate, concise and fact-based call logs and journal entries (includes call analysis and equipment stating results)

* May be required to perform occasional on-site technical support

* Manages open call backlog ensuring the calls are handled to closure in a timely fashion

* Supports the product knowledge base by publishing, creating, and updating solutions and product support bulletins

* Exhibits in-depth product knowledge

* Interfaces with external groups and/or functions

* Provides support for Project Teams, New Product Verification, Company Facilities, Technical Support Website and other groups as required

* Regularly interacts with Senior technical support specialists

* Provides technical leadership to other team members

* Identifies and resolves problems

* Recommends product/process improvements and preventative actions


* Associates/Technical Degree in Electronics or Computer Science, or relevant experience

* 3-5 years years experience in technical support or service (including installation and maintenance of hardware or software controlled products) required

* Excellent oral and written English communication skills

* Specialized training and/or certifications in Fire Detection Products

* Familiarity with call management systems

* Familiarity with knowledgebase systems

* Familiarity with help desk operations