National Search Services is looking for a Support Technician located in the St. Petersburg area.

Location and Pay Range:

• 33704
• $52,000–$60,320

Description:

• Answer incoming support requests from internal/external sources to maintain acceptable service levels
• Provide technical support for internal & external customers
• Provide a pleasant and professional customer experience with all customers
• Accurate documentation of the product issue, troubleshooting steps, and all customer interactions
• Provide a timely response to all customer calls and/or escalations
• Troubleshoot technical issues and identify root cause and solve issues, quickly determine more complex issues and escalate as needed
• Follow all company processes, policies, and customer requirements
• Educate customers as necessary to allow them to support themselves or resolve their issues
• Utilize the department’s knowledge base to determine proper troubleshooting course of action
• Guide customers through manual resolutions when necessary
• Provide remote connectivity support via any of the available methods
• Manage assigned tickets, providing timely updates and/or resolution to meet the customers’ expectations
• Utilize all commonly provided tools necessary to accurately support the issue
• Collaborate with other team members to assist with a timely resolution
• Identify new problems and contribute information necessary to document resolutions
• Proactively identify trends at customer sites with respect to hardware and software that can lead to problems
• Strive to meet individual, departmental and company goals & objectives
• Provide database support services, gathering & analyzing statistical data to determine root cause

Requirements

• Associate’s degree
• 2+ years of work experience in a technical support role with direct customer contact
• 2+ years of work experience in troubleshooting computer hardware, software, and electro-mechanical issues (hard drives, PC boards, electronics, wiring, electrical mechanic components, etc.)

Preferred Qualifications

• Degree in Electronics or Electro-Mechanical concentration preferred
• Previous experience using CRM or other customer service logging applications
• SQL & Oracle database query experience

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.