What are the responsibilities and job description for the Technical Support Specialist 1 position at ADP Workforce Now?
Technical Support Specialist 1
About Us
EF Johnson Technologies, Inc. is a subsidiary of JVCKENWOOD Corporation, a leading provider of P25 communications solutions for first responders in public safety and public service, the federal government, and industrial organizations. Our products are marketed under the EFJohnson and KENWOOD brands.
EFJohnson provides wireless communications products and systems for public safety, commercial, and government customers. We design, manufacture, and market conventional and trunked radio systems, land mobile radio repeaters, and mobile and portable radios, including Project 25 digital radio products.
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As a Technical Support Specialist 1, you’ll troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. Moreover, our Technical Support Specialists talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication. This role is on-site in our Irving, TX office.
Key Responsibilities
- Speak to customers to quickly get to the root of their problem.
- Troubleshoot technical issues, diagnosing, and repairing faults
- Identify configuration, hardware, and software solution to resolve customer problems.
- Guide customers through a series of actions to resolve a problem
- Provide timely, professional, and accurate customer feedback.
- Communicate directly and professionally with customers to facilitate problem resolution via telephone, email, letter, on-site support, while answering technical questions, documenting customer suggestions and/or complaints.
- Communicate with all appropriate departments and key personnel regarding information received from customers or the field.
- Fully complete the cycle of customer request/complaint, research and factory resource coordination, response to customer, management of resolution details and proactive follow-ups with clients to ensure the problem is resolved.
- Maintain knowledge of new products, field changes, advisories, and other product and customer information.
- Test and evaluate new feature, software, product, and technology.
- Support the roll-out of new software release.
- In critical emergency situations, use judgement and take necessary action to achieve primary objective, consulting management when appropriate.
- Effectively document and report on field technical activities including system performance, failure analysis, problem resolution, technical deliberations and reconciliations, and customer satisfaction feedback.
- Maintain and constantly improve well-rounded system expertise and knowledge including, but not limited to applications, system construction, installations, operation, troubleshooting, diagnostics and maintenance on company products and peripheral equipment.
- Manage multiple cases at one time.
- Effectively execute and complete special assignments and projects as directed.
- Report in a timely manner on all on-going projects, investigating issues and maintaining timelines, while tracking projects daily.
- Establish and maintain effective external and internal communications, exhibiting the highest level of credibility with co-workers and customers.
- Act as initial contact for customers, handles customer complaints, forwarding to managerial staff as appropriate.
- Exercise sound judgement and elevate issues as required to ensure excellent customer service and adherence to policies and procedures. Follow corporate delegated authority policies for all required signatures.
- Effectively function as team member within Technical Service Department
- Support, diagnose issues, program, and configure two-way radio system components, repeaters, receive multi-couplers, combiners, antenna systems, power systems, and dispatch equipment for P25, and Analog LMR systems.
- Interpret circuit, wiring, and system diagrams or schematics.
- Effectively resolve system issue remotely, upgrade systems remotely, capture data for engineering remotely.
- Set up, configure, and utilize testing equipment to complete device set up and system tests.
- Warranty verification with Dealers/ Customers, including opening cases when needed, replacements, and repairs.
- Demonstrate professional behavior, including urgency, sound judgment, teamwork, creativity, and integrity to support a cohesive and productive team.
- Complete additional duties as required.
- Agree to abide by the established Approval Matrix.
Qualifications
- Minimum 2-year technical degree in electronics or related field.
- Basic Understanding of network components.
- 2 years’ experience in successfully managing in-field customer problem resolutions of radio system equipment, highly desired.
- Familiarity with trouble ticket tracking applications such as Zendesk, highly desired.
What We’re Looking For
- Effective communication and interpersonal skills, both internal and external, written and oral.
- Ability to read and understand schematics and system drawings.
- Understanding of electronics and RF principles.
- Knowledge of system and RF testing equipment.
- Knowledge of network topologies and protocols.
- Knowledge of conventional and trunked radio systems is a plus.
- Ability to work independently.
- Effective communication and interpersonal skills, both internal and external, written and oral.
- Proven ability to manage time effectively.
- Excellent organizational and technical skills.
- Ability to produce accurate and detailed documentation and reports relating system implementation.
Travel Requirements
- Up to 25%
What We Offer
- Competitive salary
- Health, dental, and vision benefits
- Additional supplemental benefits
- 401K employer match
- Tuition reimbursement
- 12 paid holidays additional PTO
- Supportive- team-driven environment
- Opportunities to work on mission-critical projects that make a real impact
Equal Opportunity Statement
EF Johnson Technologies, Inc. is an Equal Opportunity/AFFIRMATIVE ACTION Employer who values diversity and inclusion in the workplace. It is the policy of this company to provide equal opportunity with regard to all terms and conditions of employment. The company complies with federal and state laws prohibiting discrimination on the basis of sex, race, color, religion, creed, national origin, disability, veteran status, age, sexual orientation, gender identity, genetic information, pregnancy, or any other protected characteristic.
Salary : $55,000 - $65,000