Customer Service Technician Job in Austin, Texas US
Solacom Technologies Inc. is a privately held corporation, with headquarters in Gatineau, Quebec and US-based operations out of Chicago, Illinois.
Building on over 28 years of experience in critical communications, Solacom continually pushes the technology envelop to develop intelligent solutions for interoperability and integration of multiple types of land lines, radio, WiFi, WiMax, satellite, VoIP, video, sensors, IP and data into one common operating picture.
We are looking to increase our customer service team in the United States.
The ideal candidate should have 3+ years of experience in customer service and support performing installation and training for telecommunications systems in an Emergency Services Environment. In addition, the ideal candidate will have experience in the following:
- Performing technician On-Call (24 hours) duties for specified periods of time;
- Provide Tier 1 on-site support to local customer.
- Liaising with customers to resolve problems;
- On-site technical trouble-shooting and customer assistance/problem resolution;
- Opening trouble tickets, documenting action steps and the resolution of the problem including follow-up;
- Generating reports and returns, update system documentation for customer installations;
- Performing system site surveys, installations, system provisioning, and commissioning at Customer site or in the office;
- Training customers;
- Assessing existing systems and providing recommendations for improvement;
- Serving as liaison between customers and Solacom’s Research and Development technical staff by communicating problems and trends in order to assist in correcting errors;
- Assisting in the development of technical projects.
Position Requirements:
- Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience;
- Excellent knowledge of VoIP and IP Networking and Telephony;
- Knowledge of all equipment in common use in Central Office and remote sites, including installation, test and commissioning;
- An understanding of industry standard installation practices and policies for equipment and power;
- Proven ability to work unsupervised
- Good problem solving skills;
- Good computer skills – windows and linux based;
- Self motivated and good judgment
- Ability to travel within the USA and to Canada
- Good interpersonal skills when working with customers;
- High level of professionalism and integrity;
- May need to undergo a security clearance check