Position Overview
Job Type: Full time
FLSA Exempt Status: Non-Exempt
Location: Concord, OH
Description
Our Install and Support Technician teams work cohesively to form our Client Services Team. The Technician acts as the core of our Client Services team, providing end user support to a variety of users. These teams work in a largely customer facing capacity and exceptional level of customer service is required.
The Install facet of our team works with a Project Manager to ensure the successful implementation and installation of our Fusion CAC System. In this position, the Technician works with customers via email, conference calls, and direct calls to build their CAC system.
The Support facet of our team works mainly with customers via email and direct call on existing software packages, including, but not limited to, Fusion CAC, Fusion Voice, and Fusion Text.
Education/Experience
- High School Diploma or equivalent required.
- 3+ years of hands on technical experience.
Core Responsibilities
- Resolve end user issues in a timely and efficient manner.
- Identify and utilize proper escalation process.
- Log and address bugs and feature requests as necessary.
- Ability to articulate technical matters to non-technical staff and clients.
- Communicate with customers in a manner appropriate for the issue.
- Communicate customer issues through management as necessary.
- Communicate with other departments as necessary to resolve issues.
- Provide secondary assistance to Install Technicians, Project Managers and Support Technicians as needed.
- Manage, maintain, and respond to support requests and messages through project documentation site in line with Dolbey Policy.
- Follow up on customer issues to ensure customer is satisfied with outcome.
- Support Project Manager through implementation and install processes.
Written & Verbal Communication
- Articulate technical matters to non-technical staff and clients.
- Communicate with clients in a manner appropriate for the issue.
- Effective verbal communication.
- English language- Fluent- including meaning and spelling of words, composition, and grammar.
- Escalate client issues through management as necessary.
- Identification of proper communication method.
- Internal and external email communication.
- Log and address bugs and feature requests as necessary.
Professional Characteristics
- Thorough documentation skills.
- Strong sense of urgency with deadline driven material and tasks.
- Thorough follow up with periphery tasks.
- Strong analytical and problem solving skills.
- Strong communication skills through verbal and written methods.
- Ability to work in a team-centric environment.
- Overall dependability.
- Ability to appropriately prioritize tasks.
Technical Competencies
- A working knowledge of database applications, including Microsoft SQL.
- Extensive knowledge of data processing, hardware platforms, and enterprise software applications.
- Experience in software testing and architecture, Python scripting, HTML, IIS, Tomcat.
- Experience with Microsoft Office- Word, Excel, PowerPoint, Outlook.
Additional Responsibilities
- Provide afterhours support to contract and non-contract customers.
- Travel as needed for support related issues at clients sites โ Less than 10%.
- Maintain up to date job knowledge by participating in educational opportunities, reading publications, and participating in industry networking groups.
- Working outside normal business hours as necessary.
- Other duties as assigned.
