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Job Title: Product Support (Job # 6438) | Apply Now
Job Description: Essential Duties and Responsibilities: • Resolves product software questions &/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail • Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers including • Ability to answer Pre-Sales, Installation, and advanced troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment, which may include client/server setups (Windows, Linux, MAC), networking, Database (i.e. Access, SQL, Oracle) administration and connectivity, and/or use of Virtual Machines. • Troubleshooting includes: Advanced adjustments, diagnostics of error codes and sequence of operations, advanced software diagnosis, log file understanding and review, firmware, driver and software updates • Advise the sales force, customer and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of organization products and/or services • Assist with creation and maintenance of Technical Support procedures

Responsibilities:

Competencies/Experience:

Required Knowledge / Experience: • BA/BS degree in a technical subject, and/or 5-10 years of experience • Must possess a minimum of four years of experience in technical service and product support • Must have excellent telephone/interpersonal/communication skills • Project management experience is a plus • Critical thinking and problem solving skills
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