What are the responsibilities and job description for the Technical Support Tier 1 position at TekWissen LLC?
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide The below client is with one of our client which is a leading global medical technology company. It offers a wide range of diagnostic imaging and laboratory diagnostics, as well as advanced therapies and digital health services. Its solutions span from prevention and early detection to diagnosis, treatment, and follow-up care, empowering healthcare providers worldwide.
Job Title: Technical Support Tier 1
Location: Buffalo Grove, IL, 60089
Duration: 8 Months
Job Type: Contract
Work Type: Onsite
Job Description:
RESPONSIBILITIES
- Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
- Accountable for support requests related to product information and product problems that are documented.
- May escalate more difficult support requests to Field Support Engineers.
- Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
- Escalates more complex problems to Field Support Engineers.
- Complete company designated training courses for position to enhance work performance and career development
- Participates in special projects to increase the incumbent's role and technical abilities.
REQUIREMENTS:
Required Knowledge/Skills, Education, and Experience
- High School diploma or equivalent
- Excellent communication, conflict resolution, and problem-solving skills
- High understanding of customer satisfaction and service orientation
Preferred Knowledge/Skills, Education, and Experience
- Bachelor's degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred
- Proficiency with Microsoft Windows operating system and computer networking is a plus.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
