Technical Support Representative
SmartSights group
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
About
About the Role As a Technical Support Representative, you will assist our partners and customers in resolving issues and provide training and support to help facilitate our global growth objectives. The successful candidate will be resourceful, self-motivated, and responsible for handling both telephone and email support requests. We are looking for candidates with a strong communication, reasoning, and technical support background. If you are someone who possesses a strong work ethic, can act without being told, have meticulous attention to detail, and aren’t afraid to think outside the box, then you will be a great fit in our company.
You will need to present yourself professionally whether it is on the phone, in-person, or when responding to emails. Organizational skills are crucial to keeping track of issues and working efficiently. You will work with Product Management, Engineering, Channel Sales, and System Integrators to ensure we deliver not just support, but expertise.
This position is open to candidates located within the United States. The role is scheduled to cover standard operating hours of 8:00 a.m. – 5:00 p.m. PST and is responsible for managing support volume for customers on the U.S. West Coast, as well as in Australia and Asia, ensuring timely response and reliable service across multiple time zones.
Responsibilities and Duties
Resolve customer issues utilizing phone, email, and TeamViewer remote sessions, with exceptional customer relationship and ticket management skills
Manage and contribute to our online knowledge base
Identify and report software bugs
Collaborate with Product Management and Software Development teams to resolve customer issues
Write new technical documentation, support articles, and record how-to videos
Offer technical training of customers as needed
Other duties as required
Qualifications and Skills
Excellent verbal and written communication skills
Time management and prioritization skills
Bachelor of Science degree in Computer Science or an Engineering discipline.
Minimum of 2 years’ experience in a product support role
Strong customer service and critical thinking/troubleshooting skills
Knowledge of Windows Server and Desktop Operating Systems
Knowledge of Microsoft Excel
Experience with network configurations
Nice to Haves
Experience working with automation vendors (GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, Siemens, etc.), industrial software vendors, systems integrators, or industrial distribution channels
Experience with troubleshooting hardware for use with software
SQL Server, IIS, and Domain/AD experience
Experience with Voice technologies such as VoIP
Competitive salary & bonus structure
Remote first company
Competitive insurance (medical, dental, vision, STD, LTD, basic and voluntary life insurance)
401(k) plan with a company match
SmartSights is an equal opportunity employer. We celebrate and are committed to creating an inclusive environment for all employees.
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Languages
- English
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