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Product Support Specialist II at Safran Morpho Trust

Posted in Other 30+ days ago.

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Type: Full Time
Location: Anaheim, California





Job Description:

Job Description

POSITION SUMMARY

The Product Support Specialist (II) is responsible for providing technical support to customers, distributors and sales team utilizing working knowledge of fingerprint software and hardware products, features, and benefits. Technical Support will be provided for all stages of a project, from pre-sales to installation, deployment and troubleshooting.

DUTIES & RESPONSIBILITIES

* Provides on-call technical support (and participate in on-call rotation) for various projects and customers:

* Answers incoming customer support calls

* Logs all customer requests real-time in the call tracking system

* Assists caller with first level support issues

* Creates service tickets so field staff can be dispatched to assist customers with second and third level support issues

* Provides customer profile data entry while collaborating with the filed personnel for accuracy of customer data

* Documents support activities, customer issues and resolutions for reference purposes

* On average, s/he works on more complicated tasks than a Product Specialist (I), as determined by the Manager

Required Skills

REQUIRED SKILLS AND QUALIFICATIONS

* Must have a High School Diploma

* Must have a minimum of three years of related Customer Service experience

* Must demonstrate an intermediate knowledge of customer service techniques (to include handling service desk calls, tracking, etc.) as well as technologies and products supported in a technical support call center environment

* Must have excellent analytical skills, problem-solving skills and must be able to learn technical information

* Must have strong computer skills with a good knowledge of Windows OS; must be comfortable with hardware and software solutions

* Must have effective verbal communication and interpersonal skills to interface effectively and efficiently with customers

* Must have good organizational and multi-tasking skills with emphasis on follow-up

* Must be a self-motivated person, who is able to work independently with little to no supervision and who also is be team-oriented

* Must be a US citizen

* Must have a valid Driver s license

* Must be willing to work at alternate hours when required to meet varying customer volume requirements

DESIRABLE SKILLS AND QUALIFICATIONS

* Demonstrate a good knowledge of professional office stands, procedures and goals

* Demonstrate high level of knowledge of Support Center processes, procedures and goals

* Fluent in additional language such as French or Spanish

Required Experience

* Must have a minimum of three years of related Customer Service experience

* Must demonstrate an intermediate knowledge of customer service techniques (to include handling service desk calls, tracking, etc.) as well as technologies and products supported in a technical support call center environment