Assoc Service Support Analyst - Kenosha, Wisconsin, United States - Snap-on Inc

Description

Overview:
Provide technical support for the most complex Snap-on products to internal and external customers including troubleshooting and documentation.


Responsibilities:
Act as first level support and provide troubleshooting for Snap-on Tool Control systems.

Create and manage support cases for both internal and external customers.

Work with internal and external sources to resolve problems.

Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls.

Act as a resource for others as needed.

Keep abreast of changing industry standards and emerging technology.

Participate in special projects as needed.

Follow all company policies and procedures.

Perform all other duties as assigned by management.


Qualifications:
Associate degree in IT or related field, or equivalent work experience

1-2 years technical support experience, experience in call center environments is a plus

Basic mechanical ability and basic equipment repair skills

Strong problem solving- skills with the ability to work independently

Customer focused

Ability to learn a broad range of products across multiple product lines

Computer skills:
Proficiency with Windows operating systems, as well as Office 365, experience in using Service Ticket systems

Ability to add PCs to a network and troubleshoot basic PC problems

Excellent communication skills - both verbal and written, including technical writing skills

Demonstrated organizational skills

Demonstrated ability to work cross-functionally

Snap-on offers a drug free work environment and welcomes all qualified candidates to apply. Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.