Job #: 2337

Title: Customer Support Technician – Lanham, MD


  • Other
  • Job Type:

  • Contract
  • Contract Pay Rate:
  • $0-25
    • Anywhere
    • Posted 1 year ago

    ​This position will be held responsible to diagnose, troubleshoot and/or repair software and hardware problems and help our customers install applications and programs.  The Customer Support Technician I takes ownership of customer issues reported and sees problems through to resolution, ensuring a high degree of customer satisfaction and support of customer contractual obligations as needed. T

    Research, diagnose, troubleshoot and identify solutions to resolve system/product/software issues
    Understand the use and implementation of the solutions in the customer environment
    Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    Research and identify solutions to software and hardware issues
    Diagnose and troubleshoot technical and hardware issues to include networking issues, server failure, software issues, etc.
    Ask customers targeted questions to quickly understand the root of the problem
    Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
    Potential customers visits as needed to assist with installations, annual visits, customer requests, trainings, configurations etc.
    Access the customer system remotely
    Qualify the severity of the problem and tier categorization
    Prioritize and manage several open issues at one time
    Follow up with clients to ensure their products or systems are fully functional after troubleshooting
    When a SLA contract is in place with a customer, ensure all the contract terms are respected
    When it is material reparation:
    Repair the products received according to the planning of the activity
    Record in the technical data base the information relating to the operations carried out on the products
    Point out the recurrent failures and non-conformity of products and assemblies
    Supervise the good implementation of repairs and check the correct operation of the products after intervention
    Track issues system issues through to resolution, within agreed time limits
    Provide prompt and accurate feedback to customers
    Refer to internal database or external resources to provide accurate tech solutions
    Prepare accurate and timely reports regarding system integrity, system availability, downtime, open/resolved tickets, corrective actions, etc.
    Ensure all issues are properly logged
    Document technical knowledge in the form of notes and manuals
    Maintain a professional relationships with clients
    Properly escalate unresolved issues to appropriate internal teams, Technical support engineers, Applications Engineers, Sales Admin and Product Management, Partners customer support
    Be the internal customer voice to investigate the issue with additional functions as necessary
    Associates degree in the US (or equivalent work experience)
    Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
    Autonomous in CRM, ERP and Desktop software
    Proficient in Hardware , Software, Firmware, Web technologies such as Windows Systems, SQL Server, Active Directory, Configuration, Cisco devices, Cisco hardware and firmware etc.
    Basic understanding of LAN/WAN principles
    Experience with Linux, C++, Java Application Troubleshooting, PostgreSQL Database, Ubunto Server 14.04 LTS, Virtual Box, etc.
    Knowledgeable in Networking and Communications and Radio Frequency
    Ability to diagnose, configure, troubleshoot and distribute communications
    Metlab experience a plus
    Proficient in Part145
    Comfortable with cable termination and soldering
    Familiarity with electronics test equipment such as multi meters
    Ability to communicate effectively both written and orally
    Strong attention to detail
    Strong team orientation and ability to have fun
    Efficient critical thinking skills
    Ability to collaborate globally with an agile approach
    Ability to travel up to 30%



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