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Technical Support Analyst

job summary:

POSITION SUMMARY


The primary function of this position is to independently support and perform complex technical duties related to imaging products by resolving customer questions, problems or concerns.


Essential Duties and Responsibilities




  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.

  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site

  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed

  • Provide technical account management for customers and manage escalations

  • Provide customer support including training, servicing, and quality assurance

  • Documents and logs all calls in the CRM system

  • Document and manage Product Development issues to resolution

  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician

  • Collects data or provides basic reports to management

  • Performs other duties and tasks as assigned by their supervisor/manager


QUALIFICATIONS


This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.


This position requires working standard departmental support hours (8am - 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.


Education and/or Experience




  • Minimum 2 year college degree: Associates of Applied Science; Electrical Technology

  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field

  • Minimum of 1-2 years' work experience in a customer support role or equivalent

  • Minimum 1 year coaching and mentoring of other technical support team members

  • Intermediate knowledge with MS Office; Word and Excel required

  • Understanding and use of CRM systems preferred

  • Knowledge of SAP preferred

  • Experience in a related dental or medical x-ray equipment manufacturer field preferred


Relationships:


Internal relationships:




  • Reports to the Supervisor, Technical Support

  • Frequently interacts with all functional departments


External Relationships:




  • Frequently interacts with customers and partner dealers


Personal Trait Profile




  • Strong Problem Solver

  • Lives the "continuous improvement" philosophy and can drive change successfully

  • Logical, Methodical and Creative Thinker

  • Patient and Flexible

  • Team & Customer Orientated

  • Solid Troubleshooting Skills

  • Leadership & Facilitation Skills


¬ 
location: Hatfield, Pennsylvania
job type: Contract
salary: $20 - 25 per hour
work hours: 8 to 5
education: Associates
¬ 
responsibilities:

POSITION SUMMARY


The primary function of this position is to independently support and perform complex technical duties related to imaging products by resolving customer questions, problems or concerns.


Essential Duties and Responsibilities




  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.

  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site

  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed

  • Provide technical account management for customers and manage escalations

  • Provide customer support including training, servicing, and quality assurance

  • Documents and logs all calls in the CRM system

  • Document and manage Product Development issues to resolution

  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician

  • Collects data or provides basic reports to management

  • Performs other duties and tasks as assigned by their supervisor/manager


QUALIFICATIONS


This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.


This position requires working standard departmental support hours (8am - 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.


Education and/or Experience




  • Minimum 2 year college degree: Associates of Applied Science; Electrical Technology

  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field

  • Minimum of 1-2 years' work experience in a customer support role or equivalent

  • Minimum 1 year coaching and mentoring of other technical support team members

  • Intermediate knowledge with MS Office; Word and Excel required

  • Understanding and use of CRM systems preferred

  • Knowledge of SAP preferred

  • Experience in a related dental or medical x-ray equipment manufacturer field preferred


Relationships:


Internal relationships:




  • Reports to the Supervisor, Technical Support

  • Frequently interacts with all functional departments


External Relationships:




  • Frequently interacts with customers and partner dealers


Personal Trait Profile




  • Strong Problem Solver

  • Lives the "continuous improvement" philosophy and can drive change successfully

  • Logical, Methodical and Creative Thinker

  • Patient and Flexible

  • Team & Customer Orientated

  • Solid Troubleshooting Skills

  • Leadership & Facilitation Skills


¬ 
qualifications:

POSITION SUMMARY


The primary function of this position is to independently support and perform complex technical duties related to imaging products by resolving customer questions, problems or concerns.


Essential Duties and Responsibilities




  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.

  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site

  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed

  • Provide technical account management for customers and manage escalations

  • Provide customer support including training, servicing, and quality assurance

  • Documents and logs all calls in the CRM system

  • Document and manage Product Development issues to resolution

  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician

  • Collects data or provides basic reports to management

  • Performs other duties and tasks as assigned by their supervisor/manager


QUALIFICATIONS


This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.


This position requires working standard departmental support hours (8am - 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.


Education and/or Experience




  • Minimum 2 year college degree: Associates of Applied Science; Electrical Technology

  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field

  • Minimum of 1-2 years' work experience in a customer support role or equivalent

  • Minimum 1 year coaching and mentoring of other technical support team members

  • Intermediate knowledge with MS Office; Word and Excel required

  • Understanding and use of CRM systems preferred

  • Knowledge of SAP preferred

  • Experience in a related dental or medical x-ray equipment manufacturer field preferred


Relationships:


Internal relationships:




  • Reports to the Supervisor, Technical Support

  • Frequently interacts with all functional departments


External Relationships:




  • Frequently interacts with customers and partner dealers


Personal Trait Profile




  • Strong Problem Solver

  • Lives the "continuous improvement" philosophy and can drive change successfully

  • Logical, Methodical and Creative Thinker

  • Patient and Flexible

  • Team & Customer Orientated

  • Solid Troubleshooting Skills

  • Leadership & Facilitation Skills


¬ 
skills: POSITION SUMMARY

The primary function of this position is to independently support and perform complex technical duties related to imaging products by resolving customer questions, problems or concerns.


Essential Duties and Responsibilities




  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.

  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site

  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed

  • Provide technical account management for customers and manage escalations

  • Provide customer support including training, servicing, and quality assurance

  • Documents and logs all calls in the CRM system

  • Document and manage Product Development issues to resolution

  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician

  • Collects data or provides basic reports to management

  • Performs other duties and tasks as assigned by their supervisor/manager


QUALIFICATIONS


This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.


This position requires working standard departmental support hours (8am - 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.


Education and/or Experience




  • Minimum 2 year college degree: Associates of Applied Science; Electrical Technology

  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field

  • Minimum of 1-2 years' work experience in a customer support role or equivalent

  • Minimum 1 year coaching and mentoring of other technical support team members

  • Intermediate knowledge with MS Office; Word and Excel required

  • Understanding and use of CRM systems preferred

  • Knowledge of SAP preferred

  • Experience in a related dental or medical x-ray equipment manufacturer field preferred


Relationships:


Internal relationships:




  • Reports to the Supervisor, Technical Support

  • Frequently interacts with all functional departments


External Relationships:




  • Frequently interacts with customers and partner dealers


Personal Trait Profile




  • Strong Problem Solver

  • Lives the "continuous improvement" philosophy and can drive change successfully

  • Logical, Methodical and Creative Thinker

  • Patient and Flexible

  • Team & Customer Orientated

  • Solid Troubleshooting Skills

  • Leadership & Facilitation Skills


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.


Company Description:

Randstad is a $22.5 billion global provider of HR services and the second largest staffing organization in the world. From temporary staffing to permanent placement to in-house, professionals, search & selection, and HR Solutions, Randstad holds top positions around the world and has approximately 31,100 corporate employees working from its nearly 4,700 branches and in-house locations in 40 countries.


We are a company built on a deep network of expertise that crosses industries and geographies. We recognize that talent comes in different forms, that every business has its unique challenges and opportunities. And our recruiting experts are skilled at marrying talent and business‚€”identifying the ideal professionals for an organization's culture and its teams, its needs and its goals.


Salary: $20 - 25 per hour




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