Summary
This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics.
Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.
Interfaces with Technical Support leadership as required.
Solicits information from other departments relative to Customer Support/Satisfaction.
Responsible for the sale of consumable items and non-contract technical services.
Analyse new and existing product trends affecting Customer Support/Satisfaction.
Participates in procedural planning as required.
Generates reports as required.
Provides technical input and solutions relative to field service, training, sales and customer requirements.
Prepares documentation to support diagnostic needs.
Performs other miscellaneous duties as assigned.
Job Qualifications
Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
Two to three years experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
Proven oral/written communication and interpersonal skills.
Previous technical sales experience.
Knowledge of LAN/Ethernet required.
Proficient keyboarding skills.
Strong background in hardware, software, terminal emulation, and SCSI devices.
Proven strength in UNIX or Windows based operating system.
Capable of troubleshooting to resolution most problems with products supported.
Must be self-motivated to keep current with technology.
MUST HAVE
Must be Bilingual French-Canadian
2-3 years experience in field service/support.
Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
Technical sales experience.
Working knowledge of LAN/Ethernet required.
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