Tech Services Support Job Description (Temp-to-hire)
Overview:
As a PoC Specialist, you will be providing technical support, repair assistance and exceptional service to internal as well as external customers for our push-to-talk over cellular (PoC) devices . You will also collaborate with the Service Team to ensure smooth operations and exceed customer expectations. An AA degree or some college course work; 1-3 years of on the job tech experience and customer service experience preferred.
Responsibilities:
· Upgrade Units, Download Apps & Files using MDM: Utilize Mobile Device Management (MDM) tools to upgrade units and install applications and files.
· Install SIM Cards and Configure APN: Proficiently install SIM cards in units and configure the correct Access Point Name (APN) settings.
· Program Units using SySoP: Use SySoP (System Operator) programming to configure units to specific requirements.
· Build PoC Systems and Configurations: Collaborate with the engineering team to construct Proof of Concept systems and customize configurations to meet client specifications.
· Customer Support via Ticket System: Provide responsive and effective customer support by addressing inquiries, issues, and requests through our ticketing system.
· Troubleshoot Units with Basic Configurations: Diagnose and resolve technical issues on units arriving for repair, ensuring they meet basic configuration standards.
· Answer Phone Calls as Required: Be available to answer phone calls, assisting customers and colleagues when necessary.
· Complete assigned tasks for service department success.
Qualifications:
· High school diploma or equivalent; Computer Science A.A degree or technical certifications a plus.
· Excellent problem-solving and communication skills.
· Ability to work independently and in a team.
Preferred Skills:
· Strong computer knowledge for software and hardware troubleshooting.
· Proficiency in Microsoft 365 Office suite.