What are the responsibilities and job description for the Technical Support Specialist position at John Galt Staffing?
Schedule: Wednesday - Saturday 5am - 3pm ET (4x10 hour shift)
SPECIFIC DUTIES AND RESPONSIBILITIES:
• Handling new Product customer cases via Support CRM System
• Working with Product customers “live” via phone and remote session (ie. Webex, Zoom, Teams, etc).
• Performing 1st level triage and fault isolation on Product hardware issues.
• Performing 1st level triage and fault isolation on Product configuration and reporting issues.
• Creating and issuing Product Licenses.
• Troubleshooting and resolving Product License issues.
• Replicating customer issues and testing customer configurations in the ATAC lab environment.
• Performing remote upgrade activities.
• Coordinating with Manufacturing and Hardware Operations Teams to perform RMA process for failed components and servers.
• Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
• Participation in the Support Off-Hours On-Call rotation is required.
• Participation in Support Holiday Staffing rotation is required.
Salary : $35 - $45