Job Description

Job Description

Job Title: Technical Support Specialist

Location: Allen, TX 75002

Duration: 6 Months with possible extension

Work Shift: 10:00 am CST to 6:30 pm CST

Pay Range: $25 - $29/hr. on W2

Job Description

As an ALPR Technical Engineer, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, install or troubleshoot the company’s proprietary Software, and identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
• Provide courteous and knowledgeable troubleshooting support over the phone and via email.
• Ensure timely and accurate setup of all systems.
• Phone Support during regular business hours and on-call availability during off hours.
• Monitor Chat sessions to assist other team members.
• Test systems to ensure they are working correctly.
• May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
• Follow the department process, procedure, and metrics for a technical support II technician
• Maintain a log of customers' issues, interactions, and troubleshooting steps in the department ticketing system
• Train customers on use of systems including software, hardware and installation.
• Multi-task and have excellent time management skills
• Understand the severity of an issue and escalate issues efficiently and appropriately.
• Demonstrated strong work ethic
• Position requires that the first 1 weeks of training will be on-site at the Fort Worth, TX location.

Basic Requirements:

• High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
• 2+ years of Networking Experience Preferred
• 2+ years of customer service experience Preferred

Skills/Requirements

• Service Now
• Google Suite
• Bomgar
• Windows

Qualifications are must-haves for candidates-

• 2+ years of Networking Experience
• 2+ years of customer service experience

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