Job Listing Description

Technical Support Specialist

Description:
PDS Tech, Inc. is seeking a Technical Support Specialist, in Pittsford, NY.

Summary:
  • Answer incoming phone calls, emails, and other inquiries into the Lenel Technical Support Center. 
  • Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation. 
  • Utilize internal tools such as: SalesLogix, Knowledge Base, DevTrack, HP Quality Center, SharePoint, Google, etc. to research problems for known and existing solutions. 
  • Follow documented processes to ensure callers are certified as outlined in the Value Added Reseller (VAR) certification program and have current qualified support agreements in place. 
  • Assist with testing on new/existing products. 
  • Continually utilize the TSG wall board to assess daily performance. 
  • Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels. 
  • Perform all other duties as assigned.
  • May be required to provided 24x7 support on a needed basis, compensation would be provided.


 
Education Requirements:
  • High School Diploma/GED minimum with a minimum 4 years of related experience.
  • Associates degree in Computer Science, IT, or electronics (preferred).
  • Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred) Technical Qualifications.
  • 2 years’ experience in customer service and/or technical help desk.
  • Experience working with currently supported operating systems, including the latest commercially supported Microsoft Operating systems.
  • Understanding of basic AC and DC circuitry and electronics.
  • Comprehensive understanding of current network topologies and protocols.
  • Entry-level knowledge of SQL database engines required, advanced knowledge preferred.
  • Experience in Access Control, Video, Intrusion and related technologies a plus.
  • Advanced knowledge of digital and analog video platforms.
  • Understanding of network packet analysis software such as Wireshark.

Other Qualifications:

  • Excellent listening, verbal, and written communication skills.
  • Excellent interpersonal skills, ability to work well with customers, peers, management and other departments.
  • Must have the ability to multitask and work independently.
  • Must be detailed oriented in order to effectively resolve technical customer issues.
  • Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills.
  • Ability to meet tight deadlines and adapt to change.
  • Maintain the following metrics.
  • 90% Attendance (unscheduled absences) and working (logged in) at the start of your shift.
  • MFA (greater than >5).
  • 75 calls per month unless engaged in Supervisor directed reoccurring projects of tasks.
  • Average handle time 30 min or less – decrease should be seen over 6 month period of initial “startup”.
  • Update tickets at 80% every 3 days for non-escalated and 95% for escalated tickets or with engineering engagements.

 
Job Number: 1910098645
Job Location: Pittsford, NY
Duration: 6 months
Input Date: 03/07/2019
Firm Name: PDS TECHNICAL SERVICES
Attention: Roger Greco
Address: 50 FOUNDERS PLAZA STE 304
City, State: EAST HARTFORD, CT 06108
Phone: 860/289-2643
800 Phone: 866/636-4723
Fax Phone: 800/556-5284
Email: northeastjobs@pdstech.com
Website: https://pdsjobs.force.com/candidates/job_detail?id=a1i1T000002jTgbQAE&URLSource=cjhunter

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