What are the responsibilities and job description for the Technical Support and Help Desk position at SpotSee?
ESSENTIAL FUNCTIONS :
- Provide technical expertise on temperature data loggers and connected products.
- Complete customer-specific data logger setup programming as part of the postproduction process.
- Provide first level tech support to customers via phone, email, and remote support tools. Support may include, but is not limited to :
- Answering technical questions about products
- Assisting customers with product selection.
- Troubleshooting customer issues with products, both hardware and software.
- Training customers on proper configuration and use of products.
- Providing product support for sales team members.
- Utilize CRM / ERP software to log and track issues.
- Coordinate the return and calibration of product.
- Assist other global tech support team members on the resolution of open issues.
- Assist engineering team with firmware and software testing as needed.
- Assist quality and production teams with troubleshooting and testing as required.
- Perform product testing and troubleshooting on returned product.
- Some travel may be required.
- Other duties as assigned by supervisor.
KNOWLEDGE AND SKILLS :
EDUCATION AND WORK EXPERIENCE :