Associate Tech Support Specialist

The Role

The Associate Tech Support Specialist P1 provides technical assistance to internal and external customers. This specialist should receive very little instructions on routine work; exercises prudent judgment within the defined processes and practices of the department in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware. The Associate Tech Support Specialist P1 should have the ability to communication vertically and horizontally.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

· Frequent use and general knowledge of industry practices, techniques, and standards.

· Consistently applies general application of concepts and principles during troubleshooting process

· Develops solutions to a variety of problems of moderate scope and complexity.

· Consistently refers to policies and practices for guidance.Exercises good judgment within defined procedures and practices to determine appropriate action

· Troubleshoots problems by applying technical and customer support skills by ensuring solutions are consistent with department objectives.

· Able to identify software/hardware trends

· Reports Failure Requests with limited guidance and in a timely manner in order to initiate the bug tracking process to Tier 2 · Provide management with comprehensive weekly status reports and situation updates

· Responsible for prioritization, progress and completion of assigned cases, emails and projects.

· Provides additional support if requested or necessary.

· Able to resolve complicated application and sensitive data issues with customers.

· Recommends and implements technical solutions for our customers

· May perform other duties as assigned (training, case reviews, customer meetings)

· Assists customers in configuring and setting up software applications

· Provide external and internal customers on the proper use and behaviors of the mobile platforms and applications related to Omnitracs’ services

· Sets the example for Associate Specialist ensuring department objectives and directives are achieved

· Provides enterprise 24/7 support for all Solera products and Services

· Flexible schedule

QUALIFICATIONS:

· EDUCATION: Bachelors’ degree in Computer Science or Information Systems desired

· CERTIFICATIONS: Technical Training or Certificate Program, preferred

· EXPERIENCE: 2+ years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 2-5 years’ experience in a technical customer service role, preferred.

KNOWLEDGE/SKILLS/ABILITIES:

· Working knowledge of hardware Operating systems

· Working knowledge of database concepts and platforms

· Understanding of troubleshooting tools and technologies

· Strong verbal and written skills