Support Specialist II

Job Summary: 

The Support Specialist II resolves basic software and hardware service requests and serves as the primary point of contact when customers request assistance from the Adacel Help Desk.  S/he ensures that all customer service requests are tracked in the ticketing system and resolved in a timely matter.

 Essential Duties and Responsibilities: 

• Answers support calls and monitors calls received by the answering service.
• Inputs and tracks customer service requests.
• Follows up on customer service requests via phone and email, ensuring that customers remain informed of the progress of their service requests.
• Requests hardware shipping and tracks hardware returns.
• Escalates customer service requests to the appropriate parties.
• Coordinates local support site visits when necessary.
• Schedules Annual Visits (AV).
• Maintains customer contact information on Adacel’s customer support website.
• Creates and maintains Frequently Asked Questions and ‘How to’ guides.
• Exchanges support files with customers via the customer support website.
• Contacts customers to collect survey responses and compiles data.
• Generates customer reports.
• Assists customers with troubleshooting basic scenario issues.
• Assists customers by performing basic hardware, software, and network troubleshooting.
• Follows Support Specialist work instructions and processes to meet ISO requirements.
• Performs other duties as assigned by Supervisor.

 Supervisory Responsibilities:

• None.

 Competencies:

• Critical Thinking: Thoroughly analyzes situations; seeks more information; validates the information that is provided; has a critical mind.
• Listening Skills: Seeks to understand other people’s perspectives; adopts an approach that facilitates listening; likes to understand others.
• Patience: Rarely gets angry and never expresses hostility towards others; avoids hurting other people’s feelings; forgives other people's mistakes; is not very resentful.
• Teamwork Contribution: Feels a need to help people who are having trouble; helps those in need; feels a sense of duty towards others.
• Time and Priority Management: Uses time efficiently; properly determines priorities; remains focused on more urgent and important tasks; knows what to put aside without compromising results.

 Qualifications: 

 Required

• High School Diploma or equivalent.
• End-user/call center experience.
• Excellent problem solving and troubleshooting skills.
• Applicable work experience:
  1. Formal Air Traffic Control training or equivalent work experience, OR
  2. Previous Technical Support work experience.
• Proficient using Microsoft Windows operating systems.
• Knowledge of Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.

 Desired

• Prior computer maintenance/repair experience.
• Proficient in troubleshooting hardware, network, and software issues.
• Previous Linux operating system experience.
• Good understanding of computer networking.
• Technical Certification (this includes A , Network and Linux).
• Experience operating Adacel products.
• Experience developing ATC simulation scenarios.

 Other Qualifications:

• Ability to adhere to Adacel’s Drug Free Workplace Policy.
• Ability to pass an Adacel background check while employed.

 Physical Requirements: 

• Little physical effort (e.g. lifting, pushing and moving heavy objects).
• Occasional lifting – less than 25 lbs.

• Repetitive wrist, hand and finger movement.

 Work Environment: 

• Normal office environment.
• Typically sitting or standing at a desk.
• Alternative work schedules (9/80 or 4/10).