Technical Support Specialist

The Associate Technical Support Engineer is responsible for providing 1^st level technical support to end customers of Tungsten Automation Corporation desktop products, and resolving reported issues in an effective and timely manner. In addition, the position requires frequent interaction with Subject-Matter Experts and Sr. Technical Support Engineers to properly document and escalation of undocumented issues.

• Greet customers in a courteous, friendly and professional manner using agreed upon procedures.
• Provide 1^st level technical support to our customers via phone, web, and email and other support channels as required.
• Take ownership of customer issues, provide prompt and accurate feedback to customers and see problems through to resolution.
• Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to Subject-Matter Experts and Senior Technical Support Engineers, providing detail description of problems along with steps taken to analyze the problems
• Responsibilities include creating accounts for Tungsten Automation Corporation portal so that the customers can login and create cases for the support team.
• Providing support for Tungsten Automation Corporation MFD products.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments within Tungsten Automation Corporation, such as product management, software engineering, sales, and quality assurance.
• Elevate customer issues to senior support engineers as needed, providing detailed description of problems along with steps taken to analyze the problem.
  
• Use approved protocol to communicate with Development engineers on the analysis of software issues.
  
• Elevate hot fix requests to support managers for processing based on approved protocol.
  
• Participate in regular support team meetings.
  
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
  
• Work with test systems for replication of user issues.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

• Excellent communication and customer service skills.
• Basic knowledge and understanding of networking commands, perform troubleshooting in an Enterprise environment.
• Basic knowledge and understanding of client and server operating systems.
• Basic knowledge and understanding of Microsoft SQL.
• Basic knowledge of Virtual systems and operations.
• Good experience with Microsoft Office Suite.

• A bachelor's degree in computer science, computer information systems, or related experience.
• A minimum of 1 to 2 years providing 1^st level technical support within a call center environment.
• Resourceful team player with strong interpersonal skills.
• Result-oriented with strong problem-solving skills.
• Strong English language written and verbal skills.
• Good knowledge of Windows/macOS with the ability to carry out root cause analysis
• Working knowledge of Microsoft Office products, local and hosted
• Ability to troubleshoot and configure peripheral devices - (Printers, Scanners, iPads, Smartphones)
• Maintain technical knowledge to keep up with changes in technology
• Flexible work schedule with a focus on USA business hours

Tungsten Automation Corporation, Inc. is an Equal Opportunity Employer, M/F/D/V

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.