Technical Support Representative jobs in Ogden, UT

The Technical Support Representative works as part of the Sales and Marketing team to deliver outstanding technical support for our customers, based on the first maxim of the company: “We serve our customers and fellow employees with trust, love and respect, and active support, and expect the same in return”.

The job consists of taking incoming technical support inquiries from customers. The Representative will listen, then analyze, troubleshoot, and resolve issues for customers, and document customer inquiries, responses, and recommended resolutions in the Technical Support database. The Representative may be required to respond to direct calls, emails, or messaging services. Issues may exceed the ability of the Technical Support Representative to respond with a resolution, which may be escalated to the next Tier of support. Representative will ensure that escalated issues are addressed to the customer’s satisfaction, including follow-up to with customers. Resolution may include remote troubleshooting or configuration of a customer’s equipment for issue resolution or to educate the customers. Additional tasks may include validation of service inquiries and RMAs, submission of issue (Bug/Feature) requests to Engineering or Product Management and assisting in documentation of issue resolution for the product knowledgebase. Position may also involve some sales activities; including recommending products and/or services, and accessories to support the customer.

Primary individual responsibilities for this position fit into the following categories with approximate time allocation and may differ depending on current needs:

• Responding to Technical Support inquires, calls and emails (70%)

• Validation and assistance with RMAs (20%)

• Sales and recommendations for additional products and services (10%)

• Ensure a positive experience for the customer

• Responds to customer support inquires via telephone, email, or direct messaging, and provides recommended best practice resolution to issues.

• Documents support issues, responses and resolutions in the Technical Support database.

• Escalates issues to next Tier of Technical Support where appropriate. Follows up with escalated issues to ensure resolution.

• Interacts and coordinates with other departments to resolve customer technical issues.

• Submits documentation of unresolved issues or requests in the appropriate Feature/Bug request database.

• Performs Service RMA (Return Merchandise Authorization) validations and assists customers in completion of RMA applications.

• Reviews and becomes fully competent in the product support knowledgebase and assists in submission of new content and revisions.

• Recommends additional products and services where appropriate to best serve the support inquiry and direct the customer to the appropriate sales resource.

• Assist in customer education initiatives and activities where appropriate.

• Responsible for Continuous Improvement by investing effort in learning about each product sold and appropriate troubleshooting techniques to resolve customer issues.

The job requires technical school graduate writing, reading and verbal skills. Requires negotiation skills at a level that facilitates routine communication between inner-company personnel for the execution of corporate internal functions, and to some extent, with customers or suppliers when resolving daily problems in the supply chain. This degree implies an ability to network within the company effectively, in order to carry out the duties of the job.

Requires the ability to communicate with customers and clientele in a highly professional manner. May require the ability to network effectively within and without the company. Ability to professionally communicate issues of a highly technical manner to users with varied degrees of technical skill with the products. Ability to quickly read the technical level of the customer and appropriately respond. Ability to read and understand general business terms and processes. Ability to create reports and business correspondence and to effectively present information and respond to questions from the sales team.

• Normal 40-45 hours per week, Monday through Friday, 8am-5pm, normal time off for holidays.
• Work is performed on site at Juniper Systems Inc. Main Office in Logan, UT.
• Schedule may require some flexibility and coordination with co-workers during the day to ensure coverage of the Technical Support Phone, Email and Chat during business hours.
• Weekend work is not normally required. May require a minimal amount of travel: tradeshow attendance, customer visits, etc.

Physical Demands:
This position requires sitting for extended periods of time, use of hands for typing, and occasional reaching. Requires the ability to talk, see, and lift up to 50 pounds.

The above statements describe the general nature and level of work being performed in this job function. This is not intended to be an exhaustive list of all duties, and really additional responsibilities may be assigned by Juniper Systems.

Juniper Systems, Inc. is an EQUAL OPPORTUNITY EMPLOYER