Tech Support Analyst - Converged Communications

ScanSource • Greenville, SC

11d • Onsite

About The Position

This position provides pre- and post-sales technical support to internal and external customers on specified technologies through telephone, email, web, and other channels. The analyst troubleshoots hardware and software issues, maintains problem records and documentation, tests products, produces internal and external documentation, consults with customers on solutions and configuration changes, and demonstrates equipment or software as needed. The role also involves installing hardware, software, and peripheral equipment to reproduce customer problems, contacting vendors about defective products, and attending training. Regular attendance at the designated company office during the position’s normal business hours is an essential function. The analyst receives supervision based on knowledge, experience, and initiative, with the goal of increasing independent decision-making. The role has daily contact with co-workers, management, customers, and vendors, and occasional contact with executive management.

Requirements

• Willingness to participate in the Afterhours Support program.
• Willingness and ability to work outside regular scheduled shift hours.
• Customer service experience, both in person and over the phone.
• Ability to speak English plainly and be easily understood over the phone.
• Ability to understand spoken English, including technical and colloquial language.
• Ability to learn quickly.
• Experience with IP networks and networking.
• Ability to sit at a computer terminal for long periods.
• Ability to be physically present at the workstation at the designated company office during normal business hours.
• Ability to travel 5% of the time.
• Ability to lift up to 50 pounds.

Nice To Haves

• Experience with video conferencing, voice, and collaboration concepts and technologies.
• Experience with Voice over IP (VoIP) concepts and technologies.
• Experience with business data products and services.
• Proficiency in Spanish, Portuguese, French, or German.
• SAP experience.

Responsibilities

• Respond to and prioritize incoming telephone, voicemail, and email requests for help with hardware and software.
• Interview users, guide them through diagnostic procedures, and identify whether problems are caused by hardware or software.
• Research, isolate, resolve, and follow up on routine and complex technical problems.
• Log and track calls in the problem management database and maintain history records and related documentation.
• Contact software and hardware vendors to request service for defective products.
• Demonstrate hardware and software as needed.
• Consult with customers to recommend solutions or configuration changes.
• Install hardware, software, and peripheral equipment to reproduce customer problems.
• Perform product testing.
• Produce documentation for internal and external use.
• Attend training.
• Maintain regular attendance at the designated company office during normal business hours.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage.
• Life insurance.
• 401(k) plan with matching provision.
• 128 hours of paid time off per calendar year, prorated for date of hire, outside California; California employees accrue equivalent PTO hours each pay period.
• 10 paid company holidays.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed