Schedule: Wednesday - Saturday 5am - 3pm ET (4x10 hour shift)
LOCATION: 100% onsite in Ann Arbor, Michigan, or Westford, MA Pay: $35–$45 an hour
SPECIFIC DUTIES AND RESPONSIBILITIES:
- Handling new Product customer cases via Support CRM System
- Working with Product customers “live” via phone and remote session (ie. Webex, Zoom, Teams, etc).
- Performing 1st level triage and fault isolation on Product hardware issues.
- Performing 1st level triage and fault isolation on Product configuration and reporting issues.
- Creating and issuing Product Licenses.
- Troubleshooting and resolving Product License issues.
- Replicating customer issues and testing customer configurations in a lab environment.
- Performing remote upgrade activities.
- Coordinating with Manufacturing and Hardware Operations Teams to perform RMA process for failed components and servers.
- Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
- Participation in the Support Off-Hours On-Call rotation is required.
- Participation in Support Holiday Staffing rotation is required.
CCNE
CCNP
RCHE
RCHA
Pay: $35.00 - $45.00 per hour
Work Location: In person
