This position is a permanent opening with part time hours. Hours will be 10:00am - 2:00pm Monday through Friday.
The Technical Support Technician answers inbound ACD calls, emails and voice mail requests for technical support for machinery and software in a phone center environment. Identifies and isolates customer issues through troubleshooting techniques and provides solutions to resolve problems. Records final failure data into central data base for future reporting.
Essential Duties and Responsibilities:
•Provides technical support by phone or in person to internal and external
customers for embroidery machinery and software.
•Provide support to customers for specific programs (AOS, DesignShop and
others as assigned)
•Resolve conflicts with customers personal computer and equipment by
identifying root cause of problems
•Support customers by answering software related questions including but not limited to, basic AMAYA Network setup (basic network communications), personal PC hardware installation, device setup, software install, dongle security device conflicts and other software related areas as assigned
•Provides troubleshooting analysis through interpretation of information provided during customer interviews and discussions to address technical issues.
•Maintains service levels within department by answering inbound ACD calls, direct calls, voice mail, and email requests from customers for technical support related to mechanical or proprietary software failures.
•Helps to reduce warranty costs related to service visits by researching and resolving customers' technical problems remotely, relating to product set-up, installation, usage and changes in customer options. Follows established procedures and work instructions to address issue escalation, if required, and to ensure documentation and resolution outcome is positive.
•Solicits sale of new or additional services by nurturing customer relationship and encouraging use of Melco products and services to address customer requirements.
Education and/or Experience
•This position requires a High school diploma or general equivalent degree (GED).
•2-5 years experience in technical support role, within a call center environment
•High aptitude for usage of software programs in a windows environment and ability to verbally instruct others over the phone how to use similar software programs
•Highly organized; detail oriented
•Touch typing skills a plus
•Strong critical thinking and problem resolution skills
•Ability to work under tight timelines and with minimal supervision
•Effective verbal and written communication skills
•Strong analytical skills with the ability to utilize information to determine root causes to technical problems
•Interpret and resolve complex problems through strong interviewing skills
•Ability to follow and understand oral and written instructions
•Ability to multi-task; familiar with call-center environment and able to retain focus and effort in providing quality customer service
Computer Skills
•Computer networking knowledge preferred
•Comprehensive understanding of Windows Operating Systems preferred
•Comprehensive knowledge of Computer hardware preferred
•Proficient in MS Office products (Word, Excel, and Outlook)
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It is NOT ok to contact this poster with commercial interests.
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