Customer Technical Support Job Description
Customer technical support
provides layer support of all network devices included but not limited to Workstations, servers, IP phones, videoconference units and surveillance cameras and wireless access points.
Customer Technical Support Duties & Responsibilities
To write an effective customer technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included customer technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Record domestic and international customer input, regarding field failure, in database
Assist TCS Operations Manager on multiple TCS Operations Project
Provide Technical Assistance Centre (TAC) cover to Tier 3 level support responsibilities with minimal direction from management as needed
Establish an area of expertise with guidance from management in which the engineer will work toward becoming a subject matter expert on a particular product or area of knowledge
Take direction from TAC management but also work independently as needed providing guidance, drive and leadership to more junior engineers
Build and maintain skills on current and legacy Sonus platform and applicable technologies identifying, engaging and training for needs of future platform/releases/applicable technologies
Lead in escalating 3rd party vendor field problems
Perform other duties as may be required to insure success of the support team and customers
Travel as needed to customer sites for purpose of onsite support or resident engineer types of activities
Work out of regular daytime hours or weekend on occasion in order to accommodate customer maintenance windows and customer schedules
Customer Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Technical Support
List any licenses or certifications required by the position: HDI, CPP, SQL, FPC, RHCE, RHCSA, ITIL, II, CCNP, CCNA
Education for Customer Technical Support
Typically a job would require a certain level of education.
Employers hiring for the customer technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Technical, Associates, Computer Science, Science, Technology, Information Technology, Engineering, Education, Biology, Chemistry
Skills for Customer Technical Support
Desired skills for customer technical support include:
Products and pricing
Microsoft operating systems and Office suites
Mobile devices
But not necessary
IP standard
IP theory/operation desired
Layer 2 data communication protocols
OSI model
Routing protocols
Desired experience for customer technical support includes:
Excellent English communications skills, both written and verbal required
Must be able to help customers and engineers analyze and diagnose complex system problems via telephone or e-mail and make sound judgments based on competing priorities
Ability and willingness to self-teach new and advance software functions
OS knowledge (Windows, AIX, Linux required
Basic understanding of HTTP client-server workflows, debugging the client-server communication
Bachelor's Degree in Information Technology, Computer Science, Electrical Engineering, or Mechanical Engineering with a minimum cumulative GPA 3.0 or higher
Customer Technical Support Examples
1
Customer Technical Support Job Description
Job Description Example
Our company is looking to fill the role of customer technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer technical support
- Ownership of customer issues resolution
- Providing both customer service telephone support and on-site support as needed
- Answer high volume telephone calls in a timely manner
- Answer a wide range of technical questions and provide answers pertinent to the caller’s inquiries
- Communicate effectively via telephone in a patient and courteous manner while working in a high volume environment
- Ability to comprehend, interpret and explain, in accordance with established procedures and practices
- Ability to resolve the issue while on the phone with the caller
- Excellent Computer skills and the ability to navigate multiple applications during a single call
- Assists in monitoring class times providing follow-up with professors
- Develop a database of all semiconductor customers served by AMG, including a catalog of technology, products, specifications, drawings, expectations and standards
Qualifications for customer technical support
- Scheduled on-call availability required
- Work on multiple work streams at the same time
- Ability to communicate effectively with customer personnel at all levels, including executive management
- Bachelor’s Degree from an accredited 4-year college or university – healthcare related field desirable, or equivalent experience
- 3+ years technical support with software, IP, networking, web browsers, experience in implementing ASP and PHP files preferred
- 2+ years experience within a call center
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Customer Technical Support Job Description
Job Description Example
Our innovative and growing company is hiring for a customer technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer technical support
- Travel to customer locations as needed to participate in technology exchanges and technical support meetings
- Responsible for training of internal Materion team and application engineering team on specific technology or product/service
- Comply with laws, company policy and procedures including but not limited to Equal Opportunity Employment, Affirmative Action, Business Ethics, EPA, OSHA and other federal, state and local regulatory agencies
- Learn, share, and implement known industry best practices and/or developments as it relates to manufacturing, measurement, monitoring, and general industry standards compliance
- Knowledge of metal processing factory processes including melt/cast, rolling, drawing, annealing, machining, bonding and cleaning/finishing processes
- Good understanding of the product's operation and key performance parameters, the processes and materials used to manufacture applicable products
- In depth knowledge and understanding of Tier 1 semiconductor customer's physical vapor deposition processes and quality requirements
- Directs service personnel attendance for normal calls for service, breakdowns, service contracts, shop assistance, leased equipment calls/support, rebuilds/overhauls, inspections/audits, installation projects, and training
- Serves as the initial point of contact for service technicians and customers to supply technical expertise and/or obtain engineering and/or further sales support
- Serves as on call coordinator of technical service support between the customer and the service technician
Qualifications for customer technical support
- Open availability to work nights and weekends
- Minimum of 1 year in a Customer Service Role preferably in your most recent position held
- Must pass our Testing/Screening Session- Typing, Listening Skills, and Technical Aptitude
- Ability to sit for 8 hour shifts while working on computer systems
- Ability to be a problem solver while maintaining great customer service
- Career Advancement is available!
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Customer Technical Support Job Description
Job Description Example
Our growing company is hiring for a customer technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer technical support
- Obtain required information and respond when necessary to complete action on inquiries/requests received
- Complete appropriate paperwork and associated computer data/order entry to accomplish required actions
- Edit orders accurately for input into AS400/Configurator
- Monitor and respond to customer issues via phone, email, chat or web
- Manage customer issues from initial report and documentation through resolution
- Identify, recreate, research, and resolve product issues and document knowledge gained
- Manage customer relationships from initial contact through problem resolution
- Draft, review and update knowledge articles and other product support documents
- Provide retail customer service via phone, email, written correspondence and fax
- Provide a variety of supporting roles for the Customer Service department
Qualifications for customer technical support
- Working knowledge of digital signal processing in a television broadcast and distribution environment
- Working knowledge of digital and analog electronics, and digital and analog video and audio systems
- Working knowledge of server based applications and computer networking, preferably in both Linux and Windows environments
- Proven ability to function as a part of a team
- Ability to travel to and work at customer sites on a regular basis is required
- Able to provide out of hours support when required
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Customer Technical Support Job Description
Job Description Example
Our company is looking for a customer technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer technical support
- Train Level 1 Support personnel in all aspects of duties
- Answer both technical and sales inquiries for customers
- Through telephone and electronic
- Provide guidance regarding deployment and migration for key customer projects (Cloud and On Premise) and optimized use of our products continuous monitoring of defects and tracking of each customer problem (Cloud and On Premise) via our bug tracking system until resolution with confirmation and validation of every solution provided to the customer from Technical Support
- Develop (Cloud and On Premise) documentation to share knowledge and capitalize upon the customer experience
- Create articles, technical briefs, FAQ's within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered
- Reproduce customer problems and validate solutions
- Build Environments to demonstrate and confirm the customer problem
- Determine source of customer problem (product based, structure, environmental)
- Submit and track issue within our bug tracking system review the problem with our development teams
Qualifications for customer technical support
- Must demonstrate strong multi-tasking skills in heavy workload, fast paced environment
- Ability to document processes and procedures in a clear and concise manner
- Benefits configuration experience and understanding 3rd party exports is strongly preferred
- Part Time Shifts Available
- Able to travel internationally if needed
- Have knowledge of basic electrical theory and mechanical aptitude required to disassemble, repair, and reassemble power tools
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Customer Technical Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer technical support
- Find ways to improve the overall customer experience
- Providing feedback on our products from a customer and technical perspective
- Assist Customer Support Manager
- Ensuring high-level technical customer queries are handled quickly and efficiently
- Creation of quotes for both scripted products and trials products
- Support complex trial set up's with TBM's and / or therapists
- Support and maintain scripts for powered and manual wheelchairs
- Enter all information into the sales support systems, at this point in time, that is CRM
- Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies
- Ensure client satisfaction by responding to requests for assistance
Qualifications for customer technical support
- Technical Degree in Electrical or Electronical Engineering or equivalent technical experience
- Have a strong knowledge on multiple products & technologies
- Proficiency with computer based applications (Microsoft Office Suite)
- Minimum 6 months of professional customer service experience
- Minimum of 3 years’ experience supporting customers’ use of enterprise level software or technical services via telephone, email and chat
- Prior experience in accounting or taxation is a bonus