About the position
As our Technical Support Engineer, you'll support HID's success by resolving assigned HID product questions &/or problems by telephone, e-mail, and/or remote sessions. The majority of support provided is via telephone and e-mail. You will acquire and maintain current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers. Your role will involve promoting accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need. You will also provide feedback to engineering, operations and product management regarding issues as requested, maintain accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Zoho CRM, and provide updates, status, and completion information to supervisor, and/or users, via voice mail, e-mail, or in-person communication. Additionally, you will advise the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues that affect sales, installation or utilization of any products and/or services provided by HID. Managing current customer software versions and providing proactive assistance in scheduling planned downtimes and upgrade events will also be part of your responsibilities, along with ensuring SLA compliance and effective handoff between Tech Support Eng team, and providing ad-hoc or planned training to customers as needed.
Responsibilities
- Resolving assigned HID product questions &/or problems by telephone, e-mail, and/or remote sessions.
- Acquiring and maintaining current knowledge of all assigned product offerings and technical support procedures.
- Promoting accurate features, benefits, value, and proper use of products when helping customers.
- Providing feedback to engineering, operations and product management regarding issues as requested.
- Maintaining accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Zoho CRM.
- Providing updates, status, and completion information to supervisor, and/or users, via voice mail, e-mail, or in-person communication.
- Advising the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues.
- Managing current customer software versions and providing proactive assistance in scheduling planned downtimes and upgrade events.
- Ensuring SLA compliance and effective handoff between Tech Support Eng team.
- Providing ad-hoc or planned training to customers as needed.
Requirements
- High School Diploma or equivalent required.
- AA/AS degree in a technical subject, and/or 1-2 years of experience within RTLS or IoT field highly preferred.
- Minimum of one-year experience in technical service and product support, preferably with RTLS experience.
- Excellent telephone/interpersonal/communication skills.
- Critical thinking and problem-solving skills.
- Familiar or previous experience working with healthcare and/or enterprise software customers.
- Experience troubleshooting basic network connectivity issues in a healthcare facility.
- Familiar with standard network monitoring tools and basic troubleshooting procedures in enterprise environments.
Benefits
- A vibrant, welcoming & inclusive culture.
- Extensive career development opportunities and resources to maximize your potential.
- Competitive salary and rewards package.
- Part of a high-growth multinational organization.
