Technical Support Engineer

InfoVision - Richardson, TX

Full-time - Entry Level

Richardson, TX

Professional, Scientific, and Technical Services

About the position

As an L1 Technical Support Engineer, you will play a crucial role in providing exceptional support to our customers. Your primary responsibility will be to receive and respond to customer inquiries through various communication channels, including phone, email, and other platforms. You will manage a high volume of inbound and outbound calls, ensuring that each interaction is handled in a timely and professional manner. Your expertise in troubleshooting issues, particularly with medical devices, will be essential in resolving customer complaints and concerns effectively. In addition to direct customer support, you will monitor and maintain computer systems, responding to IT support requests both in person and through our ticketing system. Your ability to utilize call center software and other technologies will enhance your efficiency in managing customer interactions. You will be expected to employ strong problem-solving skills to identify issues and provide effective solutions, all while maintaining excellent communication and interpersonal skills. This role requires you to work in a fast-paced environment, where time management and the ability to adapt to changing priorities are key to your success. Your contributions will not only help in resolving immediate customer issues but also in improving overall customer satisfaction and loyalty. This position is ideal for individuals who thrive in dynamic settings and are passionate about delivering high-quality technical support.

Responsibilities

• Receive and respond to customer inquiries through phone, email, or other communication channels.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Troubleshoot issues with medical devices.
• Monitor and maintain computer systems.
• Respond to IT support requests in person, via phone, email, or ticketing system in a timely manner.
• Resolve customer complaints and concerns in a timely and professional manner.
• Use problem-solving skills to troubleshoot customer issues and provide effective solutions.
• Utilize call center software and other technologies to handle customer interactions efficiently.
• Employ time management skills to prioritize and handle multiple tasks effectively.
• Demonstrate excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Adapt to changing priorities in a fast-paced environment.

Requirements

• Experience in troubleshooting issues with medical devices.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills.
• Ability to manage a high volume of calls effectively.
• Familiarity with call center software and technologies.
• Time management skills to prioritize tasks.