Technical Support Technician (201408)
Please refer to job 201408 when submitting your résumé.
Provide high-quality assistance to ESI Resellers contacting the Technical Support Center (TSC) who are requiring assistance with ESI products, promoting customer satisfaction with ESI products and services.
Answer inbound calls from ESI dealers and assist them with operational questions, system programming, and troubleshooting failures on ESI equipment.
Remotely upload software to systems and program if necessary.
Escalate potential problem sites to management as required for resolution.
Generate advance replacement return authorizations (RAs), in accordance with established ESI policies and procedures, as needed for equipment hardware failures in the field.
Follow up daily with ESI Resellers on unresolved site issues.
Report ESI product problems to Product Assurance in a timely manner and in accordance with established policies and procedures.
Input all daily calls received into the database.
Any duties that may be prescribed by management from time to time.
High school diploma and have some prior telephony experience.
Excellent verbal and interpersonal skills in interfacing with ESI Resellers.
Accurately type at a minimum of 15 words per minute.
Must possess basic personal computer skills, to include database input and word processing.