Customer Support Technician
About The Position
The Customer Support Technician rapidly resolves reported technology issues and delivers a high-quality support experience to customers and internal stakeholders. The role combines hands-on investigation of complex technical problems with attention to wider customer and service outcomes. The technician provides frontline support, investigates customer and network issues, documents findings, coordinates incidents and problems with Level 3 Technical Support and other teams, and keeps customers informed throughout resolution. The position may require customer-site visits and travel. The role also contributes to technical knowledge sharing, training, process improvement, service management, and the development of junior or graduate team members. Applicants must reside in the Houston area; the position is not remote.
Requirements
- Bachelor's degree in a related technical field or equivalent work experience.
- At least 5 years of experience in wireless communications networking or RF technology.
- Practical knowledge of radio systems, including RF system design and installation.
- Strong organizational and leadership ability.
- Project planning and project management skills.
- Highly developed customer service and diplomacy skills.
- Ability to deal confidently and persuasively with customers.
- Flexibility and willingness to tackle any task.
- Ability to travel when needed.
Nice To Haves
- At least 5 years of experience with Land Mobile Radio equipment, trunking systems, and simulcast systems.
- Software skills or aptitude, including an understanding of Linux-based operating systems.
Responsibilities
- Deliver frontline technical support for customers, dealers, and partners.
- Build positive end-user relationships and promote customer satisfaction.
- Maintain current technical knowledge and contribute to technical discussions, papers, studies, and presentations as requested.
- Diagnose and resolve technical issues across Tait and competitor products.
- Identify, accurately describe, investigate, test, verify, classify, and document reported customer issues; visit customer sites when needed to investigate problems.
- Investigate end-to-end network performance issues, including isolating issues involving third-party products.
- Follow Incident Management and Problem Management processes, retain responsibility for resolution, and coordinate appropriately with Level 3 Technical Support.
- Assess customer impact and initiate actions within Tait, including briefing relevant teams when needed to resolve issues quickly.
- Track unresolved support issues, follow up with involved parties, and keep customers informed of milestones and progress.
- Provide network training to customer technical and operations staff as required.
- Provide accurate, appropriate, and understandable technical information to customers through suitable media.
- Provide feedback and solutions to improve Tait standards.
- Escalate and help resolve software issues with information systems and development teams, and third-party software or systems issues with the support team.
- Collect feedback to identify recurring patterns and issues and develop resolutions or customer FAQs.
- Maintain the Technical Support knowledge base.
- Participate in trade shows and other events.
- Apply ITIL Service Management principles and contribute to Continuous Service Improvement activities.
- Review junior or graduate team members' work, assist with training, and provide support.
- Identify process improvement opportunities and participate in improvement projects, including evaluation and recommendation of tools, software, processes, procedures, and approaches to customer and internal relationships.
- Help staff and other departments troubleshoot issues.
- Communicate effectively with Level 3 Support when escalating incidents or problems.
- Perform other duties as assigned.
