Phone-Based Technical Customer Support Engineer Job in Sunnyvale 94085, California Us
Description:
Our client - a leader in the personal computing and home/office scanner industry seeking a Technical Support Engineer for their TAC Department, located in Sunnyvale, CA.
This role would require you to provide high quality 1st level technical support to external customers, end-users and VARS in order to facilitate timely service and exceptional support of imaging products in an efficient and productive manner.
Essential Functions / Duties:
* Provide technical and non-technical support to customers and VARS, including instruction on proper usage of scanner equipment.
*Maintain 95% customer satisfaction as measured by customer surveys.
*Escalate issues as needed timely and correctly.
*Resolve customer issues over the phone, CHAT, E-mail or web using proper troubleshooting techniques, diagnosis, Knowledgebase and corrective action.
*Maintain ACD utilization at current department goal.
*Follow procedures to accurately and thoroughly document all customer information, symptoms, troubleshooting notes and diagnostic results in call tracking system.
*Maintain personal call queue in Call Tracking system to within department requirements.
*Utilize TAC knowledgebase to identify solutions and self development, also submit technical articles as necessary.
*Participate equitably in assisting the team to meet goals (ASA, call handling volume, talk times, abandon rates, etc.).
*Utilize TAC lab facility for problem re-creation, trouble shooting and training.
*Effectively utilize "Available" ACD time to continually increase knowledge of scanner products, software services and troubleshooting skills through training and self-discovery.
VOLT is an equal opportunity employer.
Requirements:
Marginal Functions / Duties:
Maintain 95% E-mail accuracy as measured by customer survey undeliverable notifications.
Attend departmental and companywide meetings.
Participate in special projects to improve department efficiency and productivity.
Register scanners for customers as needed.
Attend product, process and customer service skills training as scheduled.
Comply with all company and department policies and procedures.
Qualifications
Educational/Work Experience:
A minimum of 2 years experience in technical support or similar field.
Associate Degree in Electronics a plus.
Skills / Abilities:
Knowledge of computer hardware / software.
Understanding of electronic principles and theory.
Excellent communication skills both written form and via telephone.
Bi-Lingual in Spanish a plus.
Familiar with TWAIN, ISIS and scanner syntax a plus.
Location: Sunnyvale, CA
Type: CONTRACT
Duration: 180 - 365 Days
Pay Rate: $20.00 - $24.00 Hourly DOE
Contact:
Volt Technical Resources
Volt Workforce Solutions
5201 Great America Pkwy., Ste. 432
Santa Clara, CA 95054
PH: 408/764-0100
FX: 408/727-0700