What are the responsibilities and job description for the Technical Support Specialist position at Remote Technologies, Inc. (RTI)?
Technical Support Specialist – help desk (level I/II) to our dealers and distributors
Do you like building your own computer and figuring out how all the electronics work? Do you enjoy explaining technology and how it works and helping someone troubleshooting when it isn’t? Do you enjoy a good puzzle of ‘how does this work’ and ‘why did that make something else start/stop working’? Are you experienced with Internet Protocols, Wi-fi support, networking, Juniper Networks, etc?
If all of this describes you and you’d like to take your helpdesk experience in a new direction, read on.
Remote Technologies Inc (RTI) has a need for a Technical Support Specialist at their Shakopee, MN location. This position will provide technical support by phone to our worldwide network of RTI dealers and distributors, providing troubleshooting, issue resolution, and deep product knowledge. You will do all of this by utilizing your excellent communication and superior customer service skills.
This position will work mostly (hybrid work may be available after the 4-6 month training period). This role will mainly cover our Midwest and east coast customers so we will be need an 8-hour schedule between 7am-5pm Central Time.
Position Summary
- Receive, respond to, and resolve inbound client communications (telephone and email) on products
- Provide technical support (troubleshooting and issue resolution) for RTI’s Dealers and Distributors
- Diagnose hardware problems, assess system status, and determine the proper course of action
- Proactively seeks technical guidance from more experience staff for difficult and unusual situations
- Document and communicate any recurring/critical client issue received
- Maintain and build positive relationships with RTI’s Dealers and Distributors
- Maintain a high competency level on all RTI products, through self-paced training sessions.
- Provide accurate information through data entry into Customer Relationship Management (CRM) database (Salesforce.com)
- Create case tracking information in a CRM database on customer communications to Technical Support
Requirements:
- High School diploma or equivalent; Associate’s degree IT, electronics, engineering, A/V, or coding preferred (or be a student in school working towards a degree/certification)
- Minimum 1 - 2 years relevant electronics/IT experience
- Overall experience working in LAN / WAN environments
- Experience with low voltage services (physical layer, equipment installation) in the following fields preferred: electronic, fire alarm & life safety, and/or building automation
- Proven technical troubleshooting skills
- Proficiency in the Microsoft Suite tools (Outlook, Word, Excel)
- Experience with Salesforce.com or similar customer relationship management (CRM) software
- Excellent communication and customer service skills
- Ability to listen and accurately track and collect information
- Any relevant certifications are a definite plus
RTI is a small and growing company where you will get the opportunity to learn. A successful person in this role has many opportunities for growth in the company. You will be interacting with nearly everyone in the organization to work on the success of the products and the growth of our customers.
Remote Technologies Incorporated (RTI) is a leading control systems manufacturer offering innovative, sophisticated, and user-friendly devices for professionally installed electronic systems. The company’s wide array of award-winning handheld and in-wall universal controllers, central processors, audio distribution systems, and accessories are marketed exclusively through a worldwide network of professional integrators.
Job Type: Full-time
Pay: $26.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekdays
Experience:
- Help desk: 2 years (Required)
Ability to Commute:
- Shakopee, MN (Required)
Work Location: Hybrid remote in Shakopee, MN
Salary : $26 - $28