Technical Support Specialist

 MAJOR RESPONSIBILITY

Responsible for resolving service and product related technical inquiries through direct phone and email support for CSI customers and other technical personnel. 

DUTIES:

• Provides direct triage and troubleshooting support to customers and technical partners via phone or email
• Works to restore service and identifies root cause of equipment failure or installation practice
• Provides detailed written updates to customers, CSI Product and Tech Support team members throughout the service process
• Provides recommendations to customers on CSI product and service offerings
• Provides troubleshooting support on new products or in-building installations with little information or prior knowledge
• Ensures services performed follow service and product warranty, maintenance agreement and carrier SLA requirements
• Updates Sage with all related information and updates working log of calls / support provided 
• Creates cases in Sage for tracking CSI products that require an RMA or follow-up measure
• Logs into DAS or repeater products when possible to assist in setup or troubleshooting
• Works with carrier or CSI NOC on trouble tickets and specific updates 
• Maintains or creates solid customer relations with a positive attitude and a professional approach
• Works closely with team members to maintain a positive work environment and a seamless level of customer service  

KNOWLEDGE & SKILLS REQUIRED:

• Professional phone presentation
• Strong written and verbal communication skills
• Self motivated and able to work independently
• Detail oriented
• Technical aptitude with regard to general electric, RF devices and applications
• Effective interpersonal skills that develop and strengthen relationships with a variety of internal/external contacts
• Familiarity with in-building RF components and installation practices 
• Experience using Linux and it’s shell commands is desirable but not required
• Experience configuring Ethernet, TCP/IP, serial communications hardware and network communications software is desired
• Effective time management and organizational abilities
• Ability to multi-task, problem solve and think out of the box
• Proficient with Microsoft Office 
• Familiarity with CRM Systems (Sage) is helpful

EDUCATION:

Associates Degree preferred
2-5 years of related experience