What are the responsibilities and job description for the Field Technical Support Specialist position at Accelera?
About the Role
As a Field Technical Support Specialist, you will serve as the primary point of contact for resolving complex hardware and software challenges across diverse client environments. You will drive operational excellence by performing on-site installations, delivering expert training, and ensuring high-level system performance through proactive troubleshooting and technical guidance.
Responsibilities- Diagnose and resolve intricate hardware and software malfunctions to ensure optimal equipment uptime.
- Document all service activities and technical resolutions within CRM systems to maintain accurate service history.
- Provide remote technical assistance and phone support to clients and distributors during non-travel periods.
- Coordinate with partners to manage parts logistics, repairs, and technical escalations effectively.
- Execute on-site system installations, including physical setup, cabling, and configuration of specialized equipment.
- Conduct comprehensive training sessions for end-users and distributors to maximize equipment utility.
- Maintain a high first-visit resolution rate by proactively managing service calls and customer expectations.
- Escalate complex technical issues to senior support teams or management to ensure timely resolution.
Required Skills
- Associate degree in Computer Technologies or equivalent technical experience.
- 3 years of experience in PC, electronic, and hardware troubleshooting.
- Proficiency in Windows Server, Active Directory, SQL, and networking protocols.
- Strong analytical mindset with the ability to interpret technical schematics and manuals.
- Excellent communication skills with a focus on customer relationship management.
- Ability to work independently in a remote capacity with high-speed internet access.
Preferred Skills
- Prior experience in field service or technical support roles.
- Background in supporting electronic gaming or specialized kiosk hardware.
- Network technology certifications or equivalent professional experience.
- Proven track record of managing complex technical projects in fast-paced environments.