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: Incumbents are gaining exposure to some of the complex tasks within the job function. Has mastered most of the basic job duties.
INDEPENDENCE: Incumbents are still occasionally directed in several aspects of their work. However more straightforward tasks are accomplished without assistance.
SKILLS/EXPERIENCE: General proficiency with tools, systems, and procedures required to accomplish the job. May need to consult with Sr./Specialist staff members on some technical issues.
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.'
