Technical Support Representative II

Job Description

Job Description

SUMMARY / OBJECTIVE :

The Technical Support Representative II under minimal supervision, performs technical support functions to external and internal customers in engineering, manufacturing, marketing, and curriculum and professional development.

ESSENTIAL FUNCTIONS :

• Support Science Teachers : Respond to and document phone, electronic ticket, chat, and email-based teacher and student user requests for assistance for PASCO software products and tablet apps, PASCO USB and wireless interfaces, hardware application and apparatus use, PASCO curriculum and experiments, and teaching strategies using PASCO equipment.
• Work with customers and internal departments to facilitate repairs or replacement of customer equipment through warranty and non-warranty requests.
• Troubleshoot Software / Hardware : Work with teachers, administrators, and school / district IT staff members to identify and correct technical problems relevant to PASCO software installation, network issues, PASCO interfaces, interface driver installation, and operating system interaction. Troubleshoot PASCO data collection apps on platforms including Windows 7 , Mac OS 10.10 , Chromebook / Chrome OS, iOS, and Android 5.0 .
• Provide Technical Information : Convey equipment specifications, operating parameters, and use-cases for existing and prospective users / customers. Conduct pre-sales technical consultation with prospective customers and collaborate with sales staff to ensure customer satisfaction.
• Report and document issues with products, software, documentation, and curriculum. This includes writing and logging bug reports for product managers and software engineers to review and resolve.
• Learn about new and legacy products to possess a large working knowledge of PASCO products.

POSITION REQUIREMENTS :

DESIRED EXPERIENCE :

SKILLS AND ABILITIES :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear.

The employee frequently is required to sit, stand, walk, use hands and fingers, handle or feel, reach with hands and arms, twist and turn body. This position requires the ability to occasionally lift office products and supplies, up to 50 pounds, as well as pushing or pulling items with a force of up to 5 pounds.

This position does require the ability to perform under stressful conditions and high-volume demands.

EEOC & DFEH Statement :

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age, sex, gender, sexual orientation, gender identity, gender expression, marital status, genetic information, disability status, protected military or veteran status or any other characteristic protected by law.

S ignature :

Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.

Employee Name : _____________________________________

Employee Signature : __________________________________ Date_____________

Rev. Date : 8 / 2023