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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


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


• Location: Knoxville

• Post ID: 34143127 knoxville is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018