Associate Technical Support Specialist

Omnitracs, LLC
Towson, MD
Jun 19, 2017
Jun 21, 2017
Accountant, IT
Full Time
JOB SUMMARY:The Associate Technical Support Specialist provides technical assistance, service and training to customers; exercises prudent judgment within the defined processes and practices of Tech Support in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware; and train and assist customers on the use of systems and applications related to Omnitracs - Roadnet products and services. ESSENTIAL RESPONSIBILITIES AND DUTIES:Provide 1st level Customer Technical support and training resolution via e-mail and telephone.Provide technical support of Salesforce cases generated from the Customer portal.Assists customers in configuring and setting up software applications.Trains and assists customers on proper use and behaviors of the mobile platforms and applications related to Omnitracs - Roadnet services.Identify, correct and/or advise on technical issues on a customer's computer systems or mobile platform.Provides enterprise 24/7 support for all Omnitracs - Roadnet products and Services, including the Customer Portal and IQCS.Occasionally act as liaisons between the customer and their CSR or ICSR.Provide Management with weekly status reports.QUALIFICATIONS:EDUCATION: Bachelors' degree in Computer Science or Information Systems desiredCERTIFICATIONS: Technical Training or Certificate Program, preferredEXPERIENCE: 0-2 years' experience of high level technical support, networking, operating systems or software troubleshooting experience; and/or 0-2 years' experience in a technical customer service role, preferredKNOWLEDGE/SKILLS/ABILITIES:* Working knowledge of hardware Operating systems* Working knowledge of application development concepts* Working knowledge of system test concepts and procedures* Understanding of troubleshooting tools and technologies (Mongoose, Reflections, MCTII, SFDC, Java, Web Browser, Web Services, Email, Telnet, Wifi, Satellite, Cellular)* Strong verbal and written skills* Excellent analytical skills* Ability to troubleshoot and support enterprise-level, web and client-based applications* Ability to support standard operating systems* Ability to configure software to connect to Internet application servers* Ability to identify, correct or advise on technical issues on a customer's personal/work computer system or mobile device platform.* Ability to work independently with minimal instructions and/or direction* Ability to multi-task and work with cross-functional teams* Ability to test and install software and execute test plan with limited instruction* Ability to provide technical support for our internal department

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