Unisoft International, Inc. dba SMA Technologies is a rapidly growing software company headquartered in North Houston that has an immediate need for a Technical Client Support Associate. This role will provide technical support to customers by researching and answering questions and assisting with troubleshooting issues.
Position objective:
Provides technical support to customers by researching and answering questions and assisting with troubleshooting issues. Attempts to reproduce reported defects and works with product teams for tracking and resolution. Acts as the internal customer representative.
Provides Technical Support to SMA Technologies customers by creating, tracking, troubleshooting, documenting and resolving software and system issues. Owns the responsibility to reproduce, detail and report defects and will act as customer representative to drive and communicate software resolutions and fixes.
Key responsibilities:
Deliver excellent customer service and support to end-users by identifying problems; researching answers; guiding customer through corrective steps via email, phone, or live web session.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Follow up and make scheduled call backs to customers where necessary and escalate priority issues to senior team members per customer needs.
Gather customer’s information, logs, error messages and other troubleshooting steps to determine the issue by evaluating and analyzing the symptoms. Provide a clearly understood solution to the customer.
Research required information using available resources and document history of issues in logical steps.
Maintain proper, informative case documentation for ongoing knowledge base, training, tracking and resolution to inquiries.
Collaborate with Solution Consultants, Training Team and other internal teams to build cohesive culture of knowledge share.
Follow standard processes and procedures.
Stay current with system information, software changes and updates.
Work after hours, weekends and holidays on an on-call rotation.
Ensure compliance with company policy and procedure as part of SMA’s ISO 27001:2013 Certification program.
Maintain positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management.
Other duties as assigned.
Competencies:
Excellent, passionate, and proactive customer service skills through phone, email, chat and salesforce.
Customer Service/Relationship building.
Proficient in OpCon administration and troubleshooting skills.
Proficient problem-solving skills.
Proficient in PC and network technologies: Operating System, System Permissions, Log Files.
Excellent top 10 communication skills such as (Listening, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium).
Qualifications:
Education
Required: High School Diploma with experience in Technical Area or equivalent
Preferred: Associate Degree in a related field
Experience
Required: Minimum 3 years of experience as a support technician supporting Applications and Network Systems
Preferred: 4 years of experience as a support technician supporting multiple environments.