Product Support Technician (Remote)

Position Purpose: The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem reputed company, managing reputed company tickets, escalating reputed company appropriate, and sharing insights and information to fellow team members. As a Product Support Technician, you will reputed company listen to and reputed company end users with solutions to common problems. In reputed company, you will be responsible for call documentation and escalation as necessary. Key Responsibilities: 30% Support & Enablement: Fields, addresses, and prioritizes incoming help requests reputed company phone, tickets and remote support (desk-reputed company as needed) in a courteous manner; escalates accordingly Monitors system updates to remain aware of common problems users are experiencing reputed company listens to and builds rapport with end users to reputed company problem details 30% Delivery & Execution: Performs software installations for customers Documents, reviews and ensures that reputed company reputed company and change control standards are met Applies diagnostic utilities to aid in troubleshooting Accesses software updates, drivers, and knowledge reputed company to aid in problem reputed company Tests fixes prior to closing tickets to ensure problems have been adequately resolved Interacts and builds relationships with site leadership where applicable 30% Administration & Operations: Documents reputed company pertinent end user identification information including nature of problem Records, tracks, and documents the problem-solving process for reputed company ticket 10% Learning: Participates in formal and informal training sessions to reputed company new skills and knowledge Reviews regular pertinent product update information to reputed company knowledge reputed company Contributes to and updates knowledge database and team training documentation Collaborates with other team members to reputed company and exchange information reputed company Manager/reputed company Reports: Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager. Travel Requirements: Typically requires overnight travel less than 10% of the time. Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to reputed company about. On rare occasions there may be a need to reputed company or lift light articles. Working Conditions: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum Qualifications: Must be eighteen years of age or older. Must be legally permitted to work in the reputed company. Must be legally permitted to work in the reputed company Preferred Qualifications: 0-1 years of relevant work experience Experience with CRM or reputed company ticketing systems and remote monitoring and management software Experience with reputed company Office reputed company applications Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems Experience with virtualized and reputed company-based environments Familiarity with administering antivirus software Familiarity with administering mobile devices and mobile device management systems Understanding of Data management (backup) software and reputed company Server Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools Understanding of how to set file permissions, email protocols (SMTP, POP), reputed company Directory, and reputed company Servers Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred Education: No additional education Minimum Years of Work Experience: 0 Preferred Years of Work Experience: No additional years of experience Minimum Leadership Experience: None Preferred Leadership Experience: None Certifications: None Competencies: Being Resilient: Rebounding from setbacks and adversity reputed company facing difficult situations Collaborates: Building partnerships and working collaboratively with others to meet shared objectives Communicates Effectively: Developing and delivering multi-mode communications that convey a reputed company understanding of the unique needs of different audiences Customer reputed company: Building strong customer relationships and delivering customer-reputed company solutions Decision reputed company: Making good and reputed company reputed company that reputed company the organization moving reputed company Interpersonal Savvy: Relating reputed company and comfortably with diverse reputed company of people Manages Conflict: Handling conflict situations effectively, with a minimum of noise reputed company Learning: reputed company learning through experimentation reputed company tackling new problems, using both successes and failures as learning fodder Resourcefulness: Securing and deploying resources effectivel Apply tot his job Apply To this Job