Position Purpose:

The Product Support Technician is responsible for handling Tier 1 support, actively listening to and assisting end users by providing solutions to common issues, documenting all call interactions, creating and managing support tickets, and escalating when needed. The Product Support Technician will also collaborate with team members to share insights and improve support processes. The Product Support Technician should be a dependable, detail-oriented professional who is punctual, meets attendance expectations, and takes pride in delivering high-quality support. 

Key Responsibilities:

30% Support & Enablement:Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordinglyMonitors system updates to remain aware of common problems users are experiencingActively listens to and builds rapport with end users to elicit problem details30% Delivery & Execution:Performs software installations for customersDocuments, reviews and ensures that all quality and change control standards are metApplies diagnostic utilities to aid in troubleshootingAccesses software updates, drivers, and knowledge base to aid in problem resolutionTests fixes prior to closing tickets to ensure problems have been adequately resolvedInteracts and builds relationships with site leadership where applicable30% Administration & Operations:Documents all pertinent end user identification information including nature of problemRecords, tracks, and documents the problem-solving process for each ticket10% Learning:Participates in formal and informal training sessions to gain new skills and knowledgeReviews regular pertinent product update information to keep knowledge currentContributes to and updates knowledge database and team training documentationCollaborates with other team members to share and exchange information

Direct Manager/Direct 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 move about. On rare occasions there may be a need to move 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 United States.

Preferred Qualifications:

0-1 years of relevant work experienceExperience with CRM or standard ticketing systems and remote monitoring and management softwareExperience with Microsoft Office standard applicationsExperience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systemsExperience with virtualized and cloud-based environmentsFamiliarity with administering antivirus softwareFamiliarity with administering mobile devices and mobile device management systemsUnderstanding of Data management (backup) software and Windows ServerUnderstanding of DNS, DHCP, Internet infrastructure, and IP informational toolsUnderstanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix 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 when facing difficult situationsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Making good and timely decisions that keep the organization moving forwardInterpersonal Savvy: Relating openly and comfortably with diverse groups of peopleManages Conflict: Handling conflict situations effectively, with a minimum of noiseNimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodderResourcefulness: Securing and deploying resources effectively and efficientlySituational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations