Vocollect: Technical Support Specialist

Each day, hundreds of companies on six continents use Vocollect’s voice-directed wearable computers in mission-critical applications to increase accuracy, boost productivity, and improve customer satisfaction. Since pioneering voice recognition for industry in 1987, Vocollect has set the standard for voice-directed business solutions that cut operating costs and improve the bottom line. Our entrepreneurial character and integrity-driven culture form the catalyst that drives our growth. We strive to create an environment that empowers employees to apply the best technology to create industry-leading solutions for our customers. We are currently seeking a Technical Support Specialist to join our Technical Support Center team.

Description:

The Technical Support Specialist Tier 1 (TSS1) position is responsible for providing Tier 1 technical support via phone, email, and web for Vocollect’s customers. This will be a hands-on position in our Technical Support Center (TSC) that will interface with our customers, Engineering, Product Management, and Sales departments. The position is responsible for problem analysis, documentation, resolution and escalation involving Vocollect supported products.

Duties and Responsibilities:

• Provide prompt and courteous technical support to customers via phone and e-mail.
• Assist with all facets of Vocollect Technical Support by helping to identify customer issues by isolating and resolving the issue or by proper escalation.
• Troubleshoot the customers support request using the available tools and resources while following the appropriate processes and procedures.
• Provide proper diagnosis and resolution to the customer.
• Keep accurate notes and details on customer support requests.
• Communicate with staff members regarding current/ongoing issues.
• Be available to work either a second or third shift and participate in a rotating on-call list in order to provide 24x7 support.
• Participate in the creation and maintenance troubleshooting and testing procedures.
• Participate in the creation and maintenance of training materials and documentation for technical support staff.
• Document software problem defects for review and corrective action.
• Meet with internal Vocollect teams to provide the customer's perspective on our products and services.
• Teach periodic classes to other TSS members on technologies and processes learned.
• Be available to travel to customer sites as needed (<15%).
• Handle miscellaneous duties and responsibilities as defined by management.

Requirements:

• College degree or equivalent work experience.
• One to three years hands-on technical experience where knowledge of networking fundamentals (e.g. TCP/IP, FTP, DHCP, Telnet, routing, and client/server computing) was demonstrated.
• Must obtain CWNA (Certified Wireless Network Administrator) certification or equivalent within first year of employment.
• Beginning to intermediate knowledge of operating systems (e.g. Microsoft Windows, Linux).
• Beginning to intermediate knowledge of relational databases.
• Understanding of Internet application technologies including: HTML, XML, and Internet application architectures based upon Java technology.
• Possess excellent written and verbal communication skills.
• A motivated self-starter with an ability to work unsupervised.

Pluses:

• Posses a general knowledge of distribution logistics including case-picking, piece-picking, cross-docking, cycle-counting and similar related processes and applications used in a warehouse environment.
• Beginning to intermediate knowledge of programming or scripting languages.
• On-site customer support experience including experience managing multiple, complex projects from start to completion.

Click here for more information