Description |
Technical Support Assistant -French Canadian or Spanish Bilingual
Summary
Provides initial level of support to end users effectively ensuring basic problem resolution. Responsible for gathering pertinent information related to more complex problems to enable a smooth hand-off to a senior level Technical Support staff member. The position requires a self-motivated, customer focused individual who possesses a basic understanding of the company's products and demonstrates a strong technical knowledge foundation.
Duties and Responsibilities
1 Performs basic on-line and remote diagnostics for basic customer problems and gathers information regarding complex problems for next level support staff to resolve.
2 Demonstrates empathy and respect when interacting with customers.
3 Installs product using standard procedures.
4 Responsible for the sale of consumable items and non-contract technical services.
5 Prepares documentation to support diagnostic needs.
6 Participates in procedural planning as detailed by the department supervisor.
7 Generates reports as required.
8 Performs other miscellaneous duties as assigned.
Job Qualifications
* Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
* Previous telephone diagnostic/customer interface experience preferred.
* Strong oral/written communication skills.
* Previous technical sales experience.
* Knowledge of LAN/WAN.
* Proficient keyboarding skills.
* Knowledge of hardware, software, terminal emulation.
* Ability to follow fairly complex instructions and procedures.
* Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.
* Commitment to delivering world class customer-focused support to end-users.
Snap-on is an Equal Opportunity Employer, M/F/D/V
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Requirements |
See job description.
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