Technical Support Specialist - Hatfield, United States - CurveBeam

Description

Job Description

• Manage all tech support tickets for internal and external audiences in a timely manner.

• Provide detailed notes on all interactions with customers and devices in the ticketing system.

• Incoming tickets originate from email, phone, and other forms.

• Manage all ticket-related paperwork and ensure all documents are completed correctly prior to closing tickets.

• Follow up with internal and external technicians to complete paperwork properly.

• Dispatch Technicians and Parts to customer sites based on remote troubleshooting.

• Provide support and recommendations to remote technicians for quick and thorough resolutions of customer issues.

• Create, update, and manage Tech Support knowledgebase.

• Work closely with the tech support team to provide best-in-class support across all US sites.

• Support overseas tech support team with part dispatches and onsite and remote troubleshooting as needed.

• Understand and follow all internal and external procedures for ticket tracking, part/tech dispatches, documentation, and communication with customers.

• Performs other duties and tasks as assigned by their supervisor/manager.

• Occasional travel as necessary.

Company Description