Technical Support Specialist - Call Center

Summary This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics, emails and chats. Location: Richfield, OH 44286 Hours: M-Thur = 10a to 7p EST In house Friday = 11a to 8p EST Remote Duties and Responsibilities 1. *Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction. 2. *Interfaces with Technical Support leadership as required. 3. *Solicits information from other departments relative to Customer Support/Satisfaction. 4. *Responsible for the sale of consumable items and non-contract technical services. 5. *Prepares documentation to support diagnostic needs. 6. *Analyzes new and existing product trends affecting Customer Support/Satisfaction. 7. *Provides technical input and solutions relative to field service, training, sales and customer requirements. 8. *Participates in procedural planning as required. 9. Generates reports as required. 10. Performs other miscellaneous duties as assigned. Job Qualifications § Minimum two-year degree or equivalent course experience in computer science/equipment or electronics. § Two to three years experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred. § Proven oral/written communication and interpersonal skills. § Previous technical sales experience. § Knowledge of LAN/Ethernet required. § Proficient keyboarding skills. § Strong background in Internet Browsers, hardware, software, terminal emulation, and SCSI devices. § Strong background in Windows base operating systems § Capable of troubleshooting to resolution most problems with products supported. § Must be self-motivated to keep current with technology. § Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.

Created: 2025-09-26