Technical Product Support Specialist

The ideal candidate will possess an interest in working with next-generation Internet and video delivery products and will have the ability to learn and assist with Remote troubleshooting of complex highly technical systems in a production environment.

Duties to include (but not limited to):

• Document customer information and recurring technical issues to support product quality programs and product development
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action
• Respond to customer product inquiries via telephone, email chat sessions, or customer portal systems
• Resolve customer concerns raised during installation, operation, maintenance, and product application or compatibility matters

Position Requirements:

• IT network experience considered an asset
• Willing to work on Call and shifts outside of regular business hours
• Highly analytical, with the ability to think outside the box to solve complicated issues
• Ability to work closely and effectively with cross functional teams that may span different departments and organizations
• Ability to keep meticulous case notes and deliver timely updates to team leadership and customers
• Experience in IT, networking, communications, programming and testing desirable
• Extensive experience working in a customer facing role
• Minimum 3 years’ experience in a technical support environment.
• Highly proficient with customer communications both written and verbal, able to deliver complex technical solutions
• Exceptional time management skills, being able to handle a case load and prioritize critical items
• A strong appreciation for delivering top tier customer experience
• An appetite for and ability to quickly learn new advanced technologies involved with internet and video service delivery
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities