What are the responsibilities and job description for the Tech Support Specialist position at Hanwha Techwin America Inc?
Job Description
Job Description
Job Description :
Hanwha Vision America (HVA) seeks a detail-oriented individual to join our Product Support Specialist Team. In this role, you’ll use your industry knowledge of IP Security hardware and software to resolve product-related support requests, offering in-depth assistance to HVA customers via email and phone. Responsibilities include addressing inquiries on installation, operational functions, troubleshooting, and maintenance. The Support Specialist documents and resolves customer requests promptly, guiding fellow agents in effective support practices.
Responsibilities for Support Specialist :
- Identify and resolve technical incidents using product knowledge, knowledgebase articles and product documentation for products and services provided by HVA.
- Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system
- Document customer information and recurring technical issues to support product quality programs and development.
- Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
- Enhancement of Hanwha Vision’s Knowledge Base through ticket documentation and notation.
- Manage personal escalations of cases to OEMs and Partners.
Skills and Work Experience :
Technical Experience :
Working Conditions and Physical Demands :
Disclaimer :
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.
