LEGION PINTS - Technical Support
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Job Summary: Provide high quality technical assistance and support to this account customers in a variety of settings. This may include working with customers who are on the road, working with a company’s IT contact over the phone during a web presentation, or working with engineers from 3rd party vendors, and more.  Work cross-functionally with all company staff for pre and post-sales support. Support channels will include email, phone, screen share, chat, and video conference.  Your time will be spent diagnosing and troubleshooting issues, assisting sales staff during conference calls, determining compatibility between our products and other vendors, and seeking overall ways to satisfy our customers’ needs.  Technical acumen is important, but not as critical as your attitude and desire to make a difference for both our customers and our team.

Essential Functions:

  • Receive inbound customer, technical support calls in a timely manner, provide a professional and courteous troubleshooting of customer technical concerns (both hardware and software), logging all calls in Desk.com, systematically determine solution, and deliver resolution at a level the customer can understand
  • Monitor ticketing system for new tickets and providing resolution
  • Maintain proficient knowledge of cellular device support technology; including, but not limited to:
  • Networks (Routing, DHCP, DNS, VPN, SSH, TCP/IP Protocol)
  • Cellular Networks (EVDO, HSPA, LTE, Carrier Network Structure (US, Mexico, Canada), Cellular Radio Technology)
  • Device Configuration (VLANs, Captive Portals, Port Forwarding, and General Networking)
  • Provide status updates and follow up with customers that have ongoing needs
  • Content filtering set up and walk through of software
  • Maintain expert level knowledge products, services, service support channels and vendors
  • Adjust existing and adding new automated emails from ⦁    Desk.com and Salesforce
  • Update knowledgebase articles and update FAQs
  • Adjust settings, captive portal options and configurations for customers
  • Test beta/special firmware and feature releases thoroughly, with feedback to vendors
  • Communicate new features/firmware releases with customers
  • Conduct on boarding and training calls with customers, including IC2 basics and common use points
  • Figure out workarounds or alternative ways to solve problems on the fly
  • Work as part of a team to take a project from start to finish
  • Adapt to changing trends, technology, or business strategy
  • Prioritize workloads and maintain organized records

Education Training and Experience

1.    Three years’ experience providing remote, technical support and customer service for cellular and Wi-Fi devices.
2.    A four-year college degree in a technical discipline, such as telecommunications/networking, computer science/engineering, electronics engineering, etc.
3.    Experience using Microsoft Office, Salesforce and desk.com

Competencies:

  • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Engineering and Technology — Knowledge of the practical application of cellular service and data. Familiarity with the host of cellular applications and technology that employ the delivery of cellular data services to end users. This includes applying principles, techniques, procedures and equipment to the activity of researching user errors and technical product malfunctions.
  • Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Comprehension — The ability to read, identify, listen to and understand information and ideas presented through spoken words and/or writing.
  • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Fluency of Ideas — The ability to come up with several ideas about a topic.
  • Problem Solving — The ability to recognize, define complex problems and bring about viable solutions.
  • Stress Tolerance — The ability to react to duress in a balanced manner, needed to sustain performance levels.

Skills and Abilities

  • 1. Language Skills: 
  • Fluency in English language. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present technical information and respond to questions from groups of managers, internal customers, and engineers.

 

  • Mathematical Skills: 
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

 

  • Reasoning Ability: 
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

  • Computer Skills: 
  • MS Office Suite proficiency; Salesforce proficiency; desk.com proficiency; experience using a technical support ticketing system; deep knowledge understanding and skill working with wireless technologies, networks, programming languages and protocols.

 

  • General Skills and Abilities
  • Professionalism, Attention to Detail, Critical Thinking, Active Learning, Time Management, Active Listening, Judgement, Decision Making, Inductive and Deductive Reasoning, Problem Sensitivity, and Speech Clarity.