Job Description: 

•  Obtain in-depth knowledge of proprietary electronic products, related procedures, and unit policies and procedures, and apply that knowledge to various technical inquiries. 

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat. 

• Translate complex technical terms into terms easily understood by the customer. 

• Demonstrate excellent oral and written communication skills, including diction and grammar, and active listening skills to communicate effectively with customers and coworkers in a clear, courteous, tactful, and professional manner. 

• Build positive working relationships with team members, managers, and all departments. 

• Demonstrate excellent analytical and problem-solving skills under minimal supervision. 

• Provide effective and comprehensive technical documentation for use in training and in providing product feedback to stakeholders. 

• Provide end-user application support, define and document incident scope, use critical thinking to analyze problems, handle various assignments as needed, identify root causes, troubleshoot issues to achieve first-call resolution, and escalate issues when appropriate. 

• Utilize application tools to assist users with access, provisioning, and installation. 

• Document and submit new content to the knowledge base. 

Education:  

• A college degree with coursework in relevant aspects of computer science, information science, data communications, technical writing, or equivalent experience is required. 

Experience: 

• At least three years of experience supporting customers on software applications while utilizing basic hardware troubleshooting knowledge or at least one year as a Technical Support Specialist in a call center environment.