Remote Services Support Specialist

Log all required and pertinent information into a technical support incident management system.

Organize and maintain technical knowledgebase and websites to include supported products and configurations. Work required shifts and maintained on-call availability as required. Maintain/enhance expertise on assigned products and related technology.

Expand/develop product specialization for assigned products.

Interact in a positive and professional manner with all callers.

Provide special reports as required by manager.

Identify and recommend process improvements.

Escalate non-documented or unknown problems to next level of support.

Support installation of new systems as required.

Occasional travel for training or other support purposes.

Will be required to work in a team environment.

Maintain high phone availability.

Assist in review of user guides, operations and technical manuals prior to formal release.

Actively participate in improving individual and team performance.

Good oral and written communication skills.

Contribute solutions to issues in a knowledge Base

Learn new technology tools as needed.

Ability to multitask effectively.

Ability to solve issues over the phone.

Other duties as assigned by manager.