Technical Support Associate
Job Posting for Technical Support Associate at Optos
Date: May 14, 2024
Location: Marlborough, MA, US, 01752
Company: Optos
Technical Support Associate
Hybrid - Marlboro, MA
Hybrid - Marlboro, MA
ROLE SUMMARY
The Customer Support Associates responsibilities will include telephone support of our custom Windows application, Windows operating systems, e-mail, dialup access and network support for customers and field employees. PC configuration and internal IT support will also be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Triaging of incoming emails in shared Customer Service mailboxes.
- Planning and scheduling of Support activities for Customers.
- Answer all customer enquiries concerning operation and configuration software
- Trouble-shoot network problems remotely (including connectivity, wireless LAN access, VPN/broadband and non-reporting issues).
- Log every customer interaction into the CRM system.
- Call escalation to field teams for critical issues.
- Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
- Research technical and software issues to identify trends for early detection and repair. Perform data migration on customer computers.
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MINIMUM QUALIFICATIONS
- Extensive knowledge and practical experience of operating systems including Windows 98/NT/2000/XP/Vista/7 essential.
- PC hardware and configuration skills essential.
- Intermediate networking knowledge preferred.
- Previous experience working in a customer care environment.
- Excellent problem solving, telephone and communication skills.
- Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.
- Good customer and vendor relationship skills
- Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
- Ability to work flexibly with the team to ensure timely delivery of service.
- Ability to produce high quality work under pressure and within tight timescales.
- An ability to work within tight deadlines and manage time effectively.
- Strong team player with flexible attitude to work priorities.
- Excellent computer skills (MS Office applications and Internet Explorer).
BENEFITS
At Optos, we offer a highly competitive compensation and benefits package
At Optos, we offer a highly competitive compensation and benefits package
EQUAL EMPLOYMENT OPPORTUNITIES
Equal opportunity employer; including disability and veteran status.
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