What are the responsibilities and job description for the Support Specialist I position at Neptune?
Position Summary
This position provides technical support and assistance to customers via multiple platforms (i.e., chat,
email, telephone) for hardware and software products. The Support Specialist will create, follow-up, and
complete trouble tickets and return authorizations for our products. This includes good documentation
of the issue and troubleshooting products to prevent unnecessary repair volumes. Support Specialist
must become familiar with our products and software to be able to resolve issues in a timely manner.
This includes but is not limited to scheduling and performing software updates on host PC platforms,
Client Server platforms, and in a variety of other data collection devices. The ideal candidate possesses
excellent communication skills, patience, the ability to work in a group environment, as well as the
desire to provide excellent customer service.
Objectives:
1. Provide technical meter and software support to external customers, distributors, and internal
employees. This includes meter, endpoint, hardware, software, and mobile application support
via chat, email, and telephone.
2. Learn, understand, and be able to describe complex tasks and functions so the customer will
understand.
3. Troubleshoot hardware problems and issue return material authorizations when appropriate.
Track products and repair history.
4. Troubleshoot software problems. Perform transfer file validation requests and provide
appropriate feedback.
5. Coordinate and perform software upgrades to latest versions on host platforms, client server
platforms, and reading device platforms.
6. Provide proper documentation on resolutions. Also, develop and provide documentation for
product operation instructions and procedure guidelines.
Requirements:
Education: Associate degree or equivalent troubleshooting/help desk experience.
Experience: Entry – level
Skills: Capable of working in a fast-paced environment; exceptional time management, organization,
and multi-tasking skills; and strong verbal/written communication skills.
Location: Tallassee, Alabama
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