Technical Support Specialist - FIRE INDUSTRY

SUMMARY: Receives, records, and reconciles customer/end user technical questions on use and implementation of computer products in a timely and professional manner.

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Assists customers/end users with questions on product installation, usage, and implementation; prioritizes and responds to support requests.
• Diagnoses and resolves customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner; interfaces with engineering and others to investigate, test, and develop solutions.
• Effectively communicates customer/end user issues and concerns to all applicable internal staff members.
• Documents all contacts, actions, and responses in applicable database.

• Organizes and maintains file system; files correspondence and other records.

• Maintains working knowledge and expertise of products and/or services.
• Assists with Beta testing of new software releases and documentation.
• Assists with research and writing of technical documents for technical support intranet and Internet sites.
• Assists with other customer service activities as needed including but not limited to pre-sales technical support, onsite implementation services, and training.
• Prepares reports and correspondence as needed.

• Performs other duties as assigned by supervisor.

QUALIFICATIONS:

• Associate’s degree (A.A.) in related field or equivalent, minimum of two years related experience, or equivalent combination of education and experience.

• Excellent customer service skills.
• Excellent verbal and written communication skills.

• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.

• Ability to understand and follow written and verbal instructions

• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

• Working knowledge and understanding of the basic principles, theories, concepts, and practices in the applicable area of engineering/technical specialization.

• Ability to effectively communicate with people at all levels and from various backgrounds.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Perform some repetitive motion activities
• Sit for long periods of time
• Coordinate multiple tasks simultaneously
• Utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Understand and respond to a diverse population.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

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