Technical Product Support Specialist
About The Position
Reporting to the C&I Engineering Manager, the Technical Support Coordinator is an interesting and multi-faceted role with the opportunity to develop responsibilities for functions of the technical department, and to develop a rounded technical understanding of the Burndy product portfolio. The purpose of the role is to support all activities relating to the functions of the technical department. The Technical Coordinator will create, manage and maintain a range of documentation as well as providing all co-ordination support for Research & Development, Design Engineering and Product Sustaining. Furthermore, this role will play a key role in ensuring that the sales teams and our customers are well supported with technical documentation and first-class communication.
Requirements
- Associate’s Degree IT or related field or sales experience (required)
- 1-3 years of previous technical support experience (required)
- Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint; Oracle PL/SQL; UNIX/Linux (required)
- Familiarity with troubleshooting hardware and software issues, knowledge of operating systems, and experience with help desk or ticketing systems
- Advanced written and verbal communication skills
- Ability to communicate detailed technical information to an audience with various levels of technical understanding
- Able to meet deadlines and thrive in a constantly changing and fast-paced work environment
Responsibilities
- Streamlining support processes, optimizing workflows, and implementing best practices for issue resolution
- Conducting and coordinating training sessions for support staff to enhance technical skills and knowledge
- Answering technical inquiries and troubleshoot requests
- Initiating appropriate telephone follow up to ensure complete customer and employee satisfaction
- Emailing and communicating technical support documentation to customers such as CAD files and technical documentation
- Reporting customer contact information, service issues, and summarizing
- Creating and maintaining documentation for troubleshooting procedures, FAQs, and solutions for common issues
- Point of contact for general Technical Support, managing support lines and technical support email
- Coordinating with other departments to relay feedback, suggest improvements, or resolve complex issues
- Generating reports on support metrics, performance, and areas for improvement to enhance overall support efficiency
- Assist sales with completion of technical specifications
- Creation and maintenance of Technical procedural documentation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
