Technical Support Engineering Sr. Technical Analyst (IND.TECSPT.TP02)

JOB PROFILE SUMMARY: Tier 2 working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support.  Responds to customer service inquiries regarding company products, features and/or services.  Researches, documents and communicates recurring technical issues.  Facilitates and coordinates Returned Material Authorization (RMA) as necessary.  Will provide multiple levels of escalated support based on the complexity of the technical issue.   Will refer problems of an unusual, unsolvable nature to university degreed engineers in the Technical Support Engineer (TE) job family.  NOTE:  Incumbents in this job have technical knowledge acquired from a technical certification, non technical university degree and/or Company training programs.  A University engineering or computer science degree is not generally required for this role.  
COMPLEXITY/CONTRIBUTION: Specialist on complex technical and business matters.  Will champion significant projects, programs and business initiatives using demonstrated creativity and ingenuity.  
INDEPENDENCE: Incumbents provide a leadership role for the work group through knowledge in his/her area of specialization.   Generally free to determine work priorities based on general direction from managers.     
SKILLS/EXPERIENCE: Specialist in technical or business skills.  Individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations.

Please Note:

'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'