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Posted: Monday, January 8, 2018 6:55 AM

Elo's Tier 1Technical Support Specialist is responsible for resolving client queries and concerns via inbound email cases, telephone calls, or other forms of communications. The Tier 1 Support Specialist must have the desire to learn and be driven to provide customers exceptional customer experience.

* Relentless drive to solve customer problems

* Troubleshoot technical issues in a timely and effective manner.

* Assist customers in pre-sales technical discussions to define the customer's technical requirements, specifications, and environment.

* Provide pre and post-sales technical information and advice to the sales team, customers, resellers and distributors

* Strive to meet and exceed support case metrics with continuous improvement.

* Properly document customer contacts, issues and resolutions in shared database and knowledge-base.

* Contribute ideas to resolve problems to better serve the customer and/or improve productivity.

* Participate in activities designed to improve customer satisfaction and business performance.

* Effectively communicate information, guidance and insight about all Elo products and services.

* Taking ownership of issue; solving the problem or effectively escalating.

* Review and markup technical documents as assigned or upon finding errors

* Collaborate cross functionally with other team members or organizations as needed to ensure resolution to customer issues

* Work in a team environment, supporting team goals and agenda.

* Domestic and/or international travel as required

* Other activities as assigned by leads or management team

Ideal Background:

* College/Technical Degree in Computer Science, Information Technology, or Electrical Engineering.

* Previous customer service or technical support experience.

* Understanding of Windows, Linux, Android, and iOS operating systems, imaging, APK, and SDKs.

* Insatiable desire to learn and grow in a face paced technical environment.

Education and qualifications:

College/Technical degree in Computer Science, Information Technology, Electrical Engineering or high school diploma with equivalent work experience.

Specific Professional Skills/Competencies:

* Self-starter that can work independently as well as on teams.

* Ability to speak, read and write in the English effectively.

* Familiar with Word, Excel and PowerPoint

* Some experience with computer hardware and software systems including Windows, Mac and/or Linux.

* Experience in troubleshooting hardware/software issues or customer support

* Excellent Communication Skills

* Android and or iOS knowledge a plus

Physical Demands:

* Must be able to lift 50lbs

* Ability to sit, stand, crawl, and/or bend for extended periods of time.

* Ability to travel unrestricted via all forms of transportation

SDL2017


Associated topics: assist, client, front desk, help desk, information technology analyst, patient, service, support, technical support specialist, technology

Source: http://www.jobs2careers.com/click.php?id=4786865437.96


• Location: Knoxville

• Post ID: 34143127 knoxville
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