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.

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.