|Here is the Position Description:|
Sr. Technical Support Specialist-CUS00003940
Under general supervision is responsible for providing advanced technical support for products and services provided by Thomson West or their contracted partners. Serves as a recognized expert within the company having extensive knowledge and experience.
Responds to technical inquiries and problem reports escalated through the Call Center systems or submitted directly from other Thomson West departments. Serves as escalation point for difficult issues from first level Technical Support Representatives.
Provides responses to technical inquiries. May involve training a customer on compatibility, operation, installation, and parameter configuration issues, or simply explaining the scope of a service or product.
Troubleshoots, identifies and resolves complex problems using vendor documentation, scripts, and extensive knowledge and/or experience.
Helps callers deploy solutions and verify that problems are resolved. This may involve remotely connecting to the caller's computer to assist them or take control of the system to fix it at a distance.
Maintains and tracks all issues in call tracking systems.
Help document new Scripts, FAQs, and technical tip materials. Also contributes to Knowledge bases.
Trains Technical Support Specialist on operations and procedures.
Other duties as required.
Education and Experience:
Bachelor's degree in related field or equivalent experience with a proven ability to support and resolve system problems.
5 years experience in network environments and demonstrated knowledge of Operating systems such as WIN9X, WIN-NT and WIN-XP.
5 years experience in assisting end users on setting up general PC applications.
SQL Server scripting experience is a plus.