What are the responsibilities and job description for the Support Technician Representative II position at RF TECHNOLOGIES INC?
Job Title: Support Technician Representative II
Location: Brookfield, Wisconsin or Remote
About Us: RF Technologies, established in 1987, is a leading provider of comprehensive, integrated RFID safety and security systems, Wi-Fi RTLS systems, and healthcare enterprise solutions. With an installed base of more than 10,000 systems, RF Technologies specializes in state-of-the-art healthcare solutions for long-term care facilities and hospitals, including Code Alert® Wandering Management, Wireless Nurse Call, Fall Management Solutions, Safe Place® ED and Infant Security Solutions, and Help Alert® Staff Duress Systems. The Company is credited with inventing the first RFID infant security system, which was designed and developed by nurse clinicians. It was the first in the industry to invent peer-to-peer Wi-Fi RTLS, and to offer remote monitoring, RF consulting, and 24X7 technical support by RF Technologies’ staff specialists and a nationwide service management team. We believe in fostering a culture of innovation, teamwork, and customer-centricity. Our mission is to ensure every customer has a positive experience while interacting with our brand.
Job Summary:
The Technical Support II responsibilities include diagnosing and troubleshooting software and hardware problems, providing timely and accurate customer feedback, and ensuring customer satisfaction. Our ideal candidate is a tech-savvy problem solver who can work independently to troubleshoot and resolve issues. You should be able to communicate complex technical issues in an understandable manner to non-technical users. Ultimately, the role of the Technical Support II is to ensure prompt and efficient resolution of customer issues, and to contribute to customer retention and overall company success.
Responsibilities
- Respond to customer inquiries, troubleshoot and resolve technical issues
- Diagnosing and troubleshoot software and hardware problems such as networks, domain infrastructure, windows, .Net, wire char captures, rely logic, electronics, and more.
- Provide timely and accurate customer feedback
- Ensure customer satisfaction by providing excellent customer service
- Assist in the creation and updating of technical documentation and manuals
- Follow up with customers to ensure issues have been resolved
- Maintain and manage log of incidents for future reference
- Participate in training sessions to stay updated on product features
- Escalate unresolved issues to the appropriate internal teams
- Work closely with our Engineering team to troubleshoot and find solutions
Qualifications
- Proven work experience as a Technical Support Specialist or similar role
- Hands-on experience with various operating systems
- RF and Low Voltage Experience is a MUST!
- Ability to diagnose and troubleshoot technical issues
- Excellent problem-solving and communication skills
- BS degree in Information Technology, Computer Science or relevant field or equivalent experience
- Ability to provide step-by-step technical help, both written and verbal
- Customer-oriented and cool-tempered
- Ability to think on the fly
- Fast learner
What We Offer:
- Competitive salary and commission structure.
- Comprehensive benefits package, including health, dental, and retirement plans.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
- Flexible work schedule | Work-life balance
RF Technologies is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
