Tier2 Technical Support Representative

Job Title: Tier 2 Technical Support Representative

Location: Marlborough, MA

 

ROLE SUMMARY
We are currently looking for a Tier 2 Technical Support Representative to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve more complex technical issues, usually by remote diagnosis in a timely manner.
The Tier 2 Technical Support Representative role will also include telephone support of our custom Windows application, Windows operating systems, and limited network support for customers.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES
•    Answer all customer enquiries concerning operation and configuration of the Daytona, California, Monaco, Silverstone and Nikon Retina Station.
•    Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
•    Log every interaction into the CRM system.
•    Call escalation to support teams for critical issues.
•    Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
•    Research technical and software issues to identify trends for early detection and repair.

 

MINIMUM QUALIFICATIONS
•    Extensive knowledge and practical experience of operating systems including Windows 7/10/11 essential.
•    PC hardware and configuration skills essential.
•    Intermediate networking knowledge required.
•    Previous experience working in a customer care environment.
•    Excellent problem solving, telephone and communication skills.
•    Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve inquiries independently. 
•    Good customer and vendor relationship skills.
•    Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
•    Ability to work flexibly with the team to ensure timely delivery of service.
•    Ability to produce high quality work under pressure and within tight timescales.
•    An ability to work within tight deadlines and manage time effectively.
•    Strong team player with flexible attitude to work priorities.
•    Excellent computer skills (MS Office applications and Internet browsers).

 

BENEFITS

At Optos, we offer a highly competitive compensation and benefits package. The annualized salary range for this position is $55k-$60k based on experience.

 

EQUAL OPPORTUNITIES EMPLOYER
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.

 

If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!