| Position Title: |
TECHNICAL SUPPORT SPECIALIST - Marietta
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| Supervisor: |
DIRECTOR, CUSTOMER SERVICE & SUPPORT
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| Location: |
Marietta, GA
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| Essential
Job Functions: |
- ANSWER INCOMING TELEPHONE REQUESTS FOR ASSISTANCE FROM USERS EXPERIENCING PROBLEMS WITH SPACENET HARDWARE AND SOFTWARE, NETWORKING AND OTHER COMPUTER RELATED TECHNOLOGIES.
- DETERMINE WHETHER PROBLEM IS CAUSED BY HARDWARE, SUCH AS VSAT SYSTEM COMPONENTS, PC OR THE SATELLITE NETWORK AND RESOLVE ISSUES THROUGH USE OF TECHNICAL SKILLS AND ONLINE TROUBLESHOOTING TOOLS.
- LOG AND TRACK CALLS USING SIEBEL CRM SYSTEM AND MAINTAIN HISTORY RECORDS AND RELATED PROBLEM DOCUMENTATION.
- ASSIST AND RESOLVE COMPLEX CUSTOMER CALLS ESCALATED FROM OUR PARTNER’S TECHNICAL SUPPORT REPRESENTATIVES RELATING PC HARDWARE, SOFTWARE, VSAT, NETWORKING AND OTHER COMMUNICATIONS AND COMPUTER RELATED TECHNOLOGIES.
- ISOLATES NETWORK PROBLEMS AND HANDLES COMMUNICATIONS WITH NECESSARY PARTIES.
- IDENTIFIES SOFTWARE CONFLICTS WITH NEW OS RELEASES.
- CONTINUALLY EVALUATE PROCESSES AND PROCEDURES AND SUGGEST METHODS TO IMPROVE AREA OPERATIONS, EFFICIENCY AND SERVICE.
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| Experience or Qualifications Required: |
- DEMONSTRATED ABILITY TO EFFECTIVELY MANAGE AND PRIORITIZE MULTIPLE TASKS WHILE WORKING IN A FAST-PACED, TEAM ENVIRONMENT.
- EXCELLENT ORAL AND WRITTEN COMMUNICATION SKILLS WITH THE ABILITY TO CONVEY INFORMATION AND IDEAS IN A CLEAR MEANINGFUL MANNER.
- STRONG TROUBLESHOOTING AND PROBLEM SOLVING SKILLS; DETAIL-ORIENTED WITH STRONG CUSTOMER SERVICE SKILLS.
- DEMONSTRATED ABILITY TO MANAGE STRESSFUL SITUATIONS WITH INTERNAL OR EXTERNAL CUSTOMERS IN A CONTROLLED, PROFESSIONAL MANNER.
- HAS AN IN-DEPTH KNOWLEDGE OF THE PC SIDE (MISSION CONTROL) SOFTWARE COMPONENTS AND OPERATION SYSTEM INTERACTION WITH EXPERIENCE CONFIGURING AND TROUBLESHOOTING LOCAL AREA NETWORKS; UNDERSTANDS FIREWALL OPERATION AND CONFIGURATION.
- ADVANCED PC AND NETWORK CONNECTIVITY EXPERIENCE INCLUDING SKILLS IN SUPPORTING TCP/IP, LAN/WAN, DSL, CABLE MODEMS AND ETHERNET NETWORKS.
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| Education Required: |
- ONE OR MORE CERTIFICATIONS IN MCSE, MCP, CCNE, HELP DESK 2000, I-NET, A+, AND/OR COMP TIA NETWORK.
- 4+ YEARS OF EXPERIENCE IN A TECHNICAL SUPPORT CALL CENTER ENVIRONMENT.
- ASSOCIATES DEGREE OR EQUIVALENT WORK EXPERIENCE.
- BI-LINGUAL (SPANISH) IS A PLUS; ABILITY TO WORK A FLEXIBLE, ALTERNATING SCHEDULE IS REQUIRED
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To apply for
this position, please forward your resume and cover letter to spacenet.hr@spacenet.com.
Please reference the position you're applying for in the subject.
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