Antech Diagnostics

Customer Support Engineer

ID 2020-3684

Overview

The Customer Support Engineer, Associate handles service and technical issues related to Sound products. This individual utilizes strong customer service paired with a methodical troubleshooting approach to work through a problem. This position requires logical and careful dissection of problem descriptions, asks questions and can guide customers of all levels through troubleshooting steps when connected remotely or blind (no remote connection). In addition, this individual functions well in a fast paced environment with good case management and call management skills. A critical part of this role is to deliver outstanding customer service and maintain high customer satisfaction.

Responsibilities

  • Able to understand and diagnose issues, and identify root cause through detailed analysis using both simple and in-depth questioning techniques
  • Considers knows and unknowns using product and environmental knowledge to assess root cause
  • Troubleshoot and solve simple to highly complex hardware and software issues
  • Has a methodical troubleshooting approach with attention to detail
  • Perform and facilitate the return of items under warranty with third party vendors (RMA’s), coordinate maintenance repairs, and loaner service orders
  • Is unafraid to ask questions and escalate when issue is beyond your technical skillset
  • Uses and applies resources (KBs, documentation, escalation) in a timely manner
  • Logs all issue related activity in CRM case history and schedules required tasks into CRM
  • Thorough and detailed organizational skills along with clear and concise note taking
  • Strong call control technique without sacrificing customer service
  • Provide Sound customers with product and service information- required to learn and understand wide range of products related Small Animal services
  • Excellent communication skills and ability to successfully control upset customers
  • Team player that will add value through very high quality and dedication to support team
  • Operating system and application installation/configuration- basic level understanding of product functionality

Qualifications

 

Work Experience Requirements

  • Previous experience troubleshooting software and hardware
  • Understands basic networking and connectivity concepts (ports, modems, routers, Ethernet, wireless)
  • Good understanding of Windows 7, Windows 8, and Windows 10
  • Excellent customer service skills
  • Strong PC skills and knowledge of MS applications
  • Familiar with Remote Desktop and ticketing systems.
  • Excellent written and oral communication skills
  • Must be extremely detail oriented, organized, and professional.

Education Requirements

  • A bachelor’s or associate’s degree in a technical field preferred
  • Typing skills: 40+ WPM

Physical Requirements

  • Extensive typing & data entry
  • Occasional lifting up to 5lbs. Pushing/pulling up 10lbs.
  • Predominately sitting

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