Field Technical Product Support Specialist

Keywords Studios•Fort Collins, CO

40d•$40•Onsite

About The Position

Keywords is searching for a candidate to join a new team of an exciting consumer electronics company located in Fort Collins, CO as a Field Technical Product Support Specialist. In this role you will be the first initial contact that people will reach out to in regard to errors with the product. You communicate directly with customers & with dev teams. Daily Tasks: You'll provide technical support for our products, including installation, configuration, troubleshooting, repair of software and firmware-enabled hardware. Diagnose and triage complex technical problems on-site and remotely, utilizing diagnostic tools and problem-solving techniques. Document all service interactions, including issues, resolutions, and customer feedback in Jira issue ticket system. Collaborate with engineering and product development teams to provide valuable insights and contribute to product improvements. Maintain open and professional communication with business partners. Adhere to safety regulations and maintain a safe work environment at all times. Some travel to company sites, including potential overnight stays and international travel, as needed.

Requirements

Experience with Jira, Teams, & general tech experience
Able to interface with all types of people regarding errors in laymen's terms and decipher the issue for the teams
Excellent speaking and communication skills
Able to diagnose and troubleshoot system failures, understanding the basic's of how systems work
Planning and coordination skills
Quickly pick up new skills and become proficient promptly
Experience working with a variety of different teams ie. Engineering, lab team etc.
Travel most likely required

Responsibilities

Provide technical support for our products, including installation, configuration, troubleshooting, repair of software and firmware-enabled hardware.
Diagnose and triage complex technical problems on-site and remotely, utilizing diagnostic tools and problem-solving techniques.
Document all service interactions, including issues, resolutions, and customer feedback in Jira issue ticket system.
Collaborate with engineering and product development teams to provide valuable insights and contribute to product improvements.
Maintain open and professional communication with business partners.
Adhere to safety regulations and maintain a safe work environment at all times.
Some travel to company sites, including potential overnight stays and international travel, as needed.