The STC Specialist is responsible for new client on-boarding and ensuring their successful implementation of company products. 

ESSENTIAL JOB FUNCTIONS

• On boarding and training new customers with OpenTech’s Products and Services

• Responding to customer emails

• STC CRM Ticket management

• Employing the prudent use of company resources

• Technical aptitude

• Conducts technical diagnosis of operational problems on various OpenTech Products (hardware and software).

• Provides input and escalates product issues to the Product Management group for resolution

• Proactively supports kiosk and customers on INSOMNIAC Self Storage Network (ISSN).

• Responds to phone and email inquiries in timely manner to meet or exceed customer expectations.

• Interfaces closely with sales, service, and management to ensure customer satisfaction is maximized.

• Develops and maintains a working knowledge of OpenTech Alliance, Inc. products within customer environment.

• Escalates unresolved issues, with thorough documentation to the appropriate department as required, to assist with resolution.

• Ability to multi task, understanding how to prioritize competing duties

• Attention to detail

• Ability to identify and resolve problems in a timely manner

• Uses judgment within defined practices and procedures.

• Maintains solid customer relationships.

• Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.

• Provides exceptional customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments.

• Manages customer expectations through to successful completion and user satisfaction.

• Adheres to company protocols, consistencies, and procedures.

• Effectively communicates and exchanges information among team members.

COMPUTER/SOFTWARE SKILLS

To perform this job successfully, an individual should have knowledge of: Advanced Windows 7 and Windows 10 computer support, Network troubleshooting, firewall infrastructure, Internet Explorer management, website navigation, computer peripheral troubleshooting (printers, USB components, NIC cards etc), technical support experience, proper phone etiquette, and customer service experience. 

OTHER FUNCTIONS

• Performs other duties as assigned by supervisor

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to create and interpret graphs.

PHYSICAL REQUIREMENTS

• Regularly uses a keyboard to interact with computer system

• Regularly required to communicate verbally

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

EDUCATIONAL/TRAINING/EXPERIENTIAL REQUIREMENTS

• Certificate from college or technical school plus 2 to 3 years of related experience and/or training: or equivalent combination of education and experience

This is a full time, in-house position.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification; they are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

OpenTech reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.