Technical Support Analyst Job in Plano 75074, Texas US

Build a career at Symon. Be a part of our success.

Symon Communications is a leading global provider of award-winning visual communications solutions. Symon is proud to boast a 32 year history of profitability and a client roster of over seventy-five hundred clients, which includes nearly 80 percent of the Fortune 100 and almost 70 percent of the Fortune 500. For more specific company and product information, please visit www.symon.com.

We're seeking applicants who are eager to grow with us and who want to contribute to and share in our success. With thousands of installations worldwide and 80% of the Fortune 100 as customers, Symon can offer you a career that will let you help define "what's next" in visual communication solutions, digital signage and real-time business information applications.

Symon offers a comfortable, professional work environment, and a comprehensive portfolio of benefits, including: Medical, Dental, Life/ADD, Short and Long Term Disability, Vision, 401(K), Employee Assistance Program, Flex Spending, and much more. Symon is an Equal Opportunity Employer (EOE). We're headquartered in Plano, Texas, along the "Tech Corridor" north of Dallas, but also maintain a number of branch offices across the US and internationally.

Responsibilities Include (but not limited to)

·         Provide responsive and excellent support to customers in areas of product features, installation, troubleshooting, use and usability of Symon’s software and hardware products.

·         Document detailed issue description and resolution in HEAT ticket/call logging database.

·         Provide excellent client management including excellent communications, responsive follow through, and advocacy for client issues within internal departments. Success is measured by customer satisfaction levels.

·         Collaborate extensively within Tech Support, including supervisor and manager, and actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.

·         Continuously improve your knowledge of the existing and new products in order to optimize the collective team knowledge in order to provide the best possible customer service and satisfaction.

 

Qualifications

Candidates should have:

·         Degree in a technical field, certifications (MCP, MCSE, A+), or equivalent experience.

·         Must have audio visual experience (e.g., implementing A/V hardware)

·         Experience with multimedia and digital video compression techniques as Windows Media Player and Quick time

·         Knowledge of video codecs

·         Ideal candidate has experience in call center, PBX, and call statistics

·         Strong desire to communicate with and help people

·         Interpersonal skills - a people person that thrives in an open team environment

·         Excellent ability to identify, research, and resolve problems using diverse resources in an organized and analytical manner. Ability to document these issues effectively so team members can review.

·         Strong understanding of PC hardware and networking

·         Strong knowledge of MS Office products, IIS,.Net, MPF

·         Strong knowledge of Microsoft Operating Systems (Unix/Linux experience is a plus)

·         Candidate must be self-motivated, dedicated and willing to take an active role in a team environment.

·         Familiar with networking hardware, concepts, and protocols.

·         Excellent ability to manage time and prioritize tasks in a fast paced environment.

·         Exceptional communication and interpersonal skills.

·         Exceptional troubleshooting skills.

·         Excellent phone, written, and verbal skills - a good listener