The Role
The Associate Tech Support Specialist P1 provides technical assistance to internal and external customers. This specialist should receive very little instructions on routine work; exercises prudent judgment within the defined processes and practices of the department in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware. The Associate Tech Support Specialist P1 should have the ability to communication vertically and horizontally.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
· Frequent use and general knowledge of industry practices, techniques, and standards.
· Consistently applies general application of concepts and principles during troubleshooting process
· Develops solutions to a variety of problems of moderate scope and complexity.
· Consistently refers to policies and practices for guidance.Exercises good judgment within defined procedures and practices to determine appropriate action
· Troubleshoots problems by applying technical and customer support skills by ensuring solutions are consistent with department objectives.
· Able to identify software/hardware trends
· Reports Failure Requests with limited guidance and in a timely manner in order to initiate the bug tracking process to Tier 2 · Provide management with comprehensive weekly status reports and situation updates
· Responsible for prioritization, progress and completion of assigned cases, emails and projects.
· Provides additional support if requested or necessary.
· Able to resolve complicated application and sensitive data issues with customers.
· Recommends and implements technical solutions for our customers
· May perform other duties as assigned (training, case reviews, customer meetings)
· Assists customers in configuring and setting up software applications
· Provide external and internal customers on the proper use and behaviors of the mobile platforms and applications related to Omnitracs’ services
· Sets the example for Associate Specialist ensuring department objectives and directives are achieved
· Provides enterprise 24/7 support for all Solera products and Services
· Flexible schedule
QUALIFICATIONS:
· EDUCATION: Bachelors’ degree in Computer Science or Information Systems desired
· CERTIFICATIONS: Technical Training or Certificate Program, preferred
· EXPERIENCE: 2+ years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 2-5 years’ experience in a technical customer service role, preferred.
KNOWLEDGE/SKILLS/ABILITIES:
· Working knowledge of hardware Operating systems
· Working knowledge of database concepts and platforms
· Understanding of troubleshooting tools and technologies
· Strong verbal and written skills