Tier II Support Specialist

Overview

Our Tier II Support Specialist provides technical support to Panasonic customers in a fast-paced desktop, server and infrastructure environment. Excellent customer service, strong analytical and problem-solving skills are needed to be successful in this position.

Responsibilities

Essential Job Functions:

• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.
• Ensure all tickets/escalations are followed up with in a timely and efficient manner
• Escalate and work closely with software engineers when an issue arises beyond Tier II capabilities
• Work to document processes by creating SOP’s and maintaining them for training and ISO purposes
• Maintain system capabilities by testing existing equipment and programs when new features are rolled out.
• Try out new systems and software when applicable.
• Train new users on proper use of software.
• Other duties as assigned
  
  

Job Requirements

• Previous call center experience preferred
• Fundamental understanding of electronics required
• Ability to read and understand technical documents and manuals
• Ability to perform multiple tasks simultaneously
• Ability to work in a diverse, team-based environment
• Ability to work independently with limited guidance
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
• Intermediate skills with Microsoft Office Suite including Excel and PowerPoint
  
  

Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Connect North America.

Salary Range

18.00-20.00 REQ-151463