What are the responsibilities and job description for the Customer Support Specialist (Resolution / Problem Solver) position at Infosoft, Inc.?
Job Title : Customer Support Specialist (Resolution / Problem Solver)
Pay Rate : $25 / Hr - $30 / Hr
Duration : 9 Months
Location : Buffalo Grove, IL
Shift : 8 AM - 5 PM
This position is for the Building Automation division.
We are looking for a Customer Support Specialist (Resolution / Problem Solver).
We offer a variety of products and services for buildings, including :
Systems that connect HVAC, lighting, shades, safety, security, and fire systems.
HVAC solutions for improved comfort, energy savings, and IAQ.
Fire safety products, systems, and solutions, including detection, alarm, evacuation, and extinguishing.
Smart building technologies, applications, and services to help customers achieve their goals.
Responsibilities :
Fields all incoming technical support requests into the field Support department and is accountable for resolving product information requests and product problem / solution requests.
Accountable for support requests related to product information and product problems that are documented.
May escalate more difficult support requests to Field Support Engineers.
Log all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
Complete company-designated training courses for positions to enhance work performance and career development
Participates in special projects to increase the incumbent's role and technical abilities.
Requirements :
High School diploma or equivalent
Excellent communication, conflict resolution, and problem-solving skills
High understanding of customer satisfaction and service orientation
Technical support for building automation / HVAC such as Fire Alarms, Security Systems, Control Panels, Windows servers, networking, or similar R&D / Engineering products support.
Preferred Skills
Bachelor's degree in Hardware or Software Engineering or Computer Science or equivalent related experience is preferred
Proficiency with Microsoft Windows operating system and computer networking is a plus.
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