Technical Support Technician

STEM Talent Solutions

Cincinnati, OH

$23 to $25 Hourly
Full-Time

Job Description

Specific Job Functions

Provide prompt and effective technical support for customers and field service technicians, with a particular focus on electronic programming, electrical, and mechanical equipment.
Use all methods of communication (phone, text, e-mail, video conferencing) to resolve technical issues quickly and effectively, and answer a wide range of questions.
Work with customers in a patient and courteous manner to help them work through functionality and programming issues with their products.
Provide responsive telephonic/text support to field service technicians to troubleshoot issues that may arise at the project site during an installation.
Use technical manuals, electrical risers, CAD drawings, and other resources to troubleshoot mechanical/system problems.
Carefully document technical support activity to identify recurring issues. Enter all notes from technical service into database system to accurately record customer history and provide data for management reports.
Investigate problems to determine root causes and potential product defects, and provide constructive feedback to operations to ensure product quality.
Alert manufacturing to recurring product problems and potential warranty issues.
Assist in creation of technical support bulletins and product update notices to field service technicians.
Support creation of training manuals, troubleshooting guides, and other user aid materials.

Desired Qualifications

Technical support experience on electronic and mechanical products with a track record of successful troubleshooting and problem solving.
Customer service experience dealing with electrical/mechanical equipment.
Effective communication skills and dedication to solving problems and serving customers.
Strong computer skills with proficiency in MS Office programs; experience with service/support database programs or equivalent ERP/CRM systems is a plus.
Ability to work independently and without direct supervision; self-starter who can think creatively to solve problems.
Comfortable working in high-demand environment and dealing with periodic surges of customer support calls.
Able to deal with the occasional upset customer in a courteous, respectful, and efficient manner.
Experience as a sound technician or electrician is welcome.

Company Description

We are a firm focused in the STEM Talent Arena; Science, Technology, Engineering and Math.

We build and have long term relationships with our clients and represent our clients transparently. We pride ourselves in understanding a candidate's skill set, and the culture and work environment that is a best fit for both the candidate and the client.

Why Work Here?

Awesome workplace and company!

We are a firm focused in the STEM Talent Arena; Science, Technology, Engineering and Math. We build and have long term relationships with our clients and represent our clients transparently. We pride ourselves in understanding a candidate's skill set, and the culture and work environment that is a best fit for both the candidate and the client.