Technical Support Specialist III

Agile1 - AllSTEM Connections - Rolling Meadows, IL

Full-time | Contract

Technical degree or equivalent technical training and experience including industry certifications. THIS ROLE REQUIRES AN EXTENSIVE AMOUNT OF TRAVEL - UP TO 65% - 75%, TO POTENTIALLY ANYWHERE IN THE UNITED STATES. PLEASE ONLY SBMIT CANDIDATES WHO ARE ABLE TO COMMIT TO THIS TYPE OF SCHEDULE.

Experiencing supporting Public Safety and law enforcement customers a plus

The Technical Support Specialist III position is responsible for managing or assisting on-site support for client’s Arbitrator customers experiencing product issues that cannot be resolved remotely. This position is responsible for helping our customers realize the full value of the client’s products, services and solutions. The Technical Support Specialist III role focuses on the following core areas: technical issue management, post-sales support, short term on-site support services, customer satisfaction, with a focus on product re-work, remediation efforts, and quality issues management.

  • Troubleshooting and repair customer and employee units as required.
  • Maintain records and ordering parts for repair
  • Communicate and build relationships with clients and partners to ensure client satisfaction and identify new business opportunities
  • Escalate all customer issues and problems with engineering and factory while providing customer timely feedback on progress of their issues and maintaining records of all escalated problems
  • Assist management with responding to all escalated customer complaints assuring all escalated issues are resolved with customers.
  • Develop a solid understanding of all PSCNA products and services and align to client technology needs
  • Perform required technical research and due diligence on hardware and software solutions as they pertain to the clients technology needs
  • Incident and general issues management using project management methodologies and various reporting tolls
  • Coordination of technical resources to resolve complex problems and provide answers to detailed customer configuration questions, with the assistance of an extended team of supporting players

Basic Qualifications

Education & Experience:

  • Technical degree or equivalent technical training and experience including industry certifications.
  • Must know Computer Hardware, Operating Systems, Networking, Wireless Communications, Computer Peripheral Devices and Application Software.
  • Must know Database especially Microsoft SQL Server.
  • Must know Data analysis especially using Excel worksheet.
  • Ability to develop software for troubleshooting.
  • Must know about cloud setup, hosting and managing applications, platform and services.
  • Must work with all levels of technical personnel within the company and with outside companies.
  • Must be able to resolve complex technical issues using troubleshooting skills and technical knowledge.
  • 4+ Years of Experience

Problem Solving:

Carries out complex technical assignments to install, troubleshoot, modify, and repair PSCNA products and solutions at customer sites, with minimal assistance or supervision.

Effective and efficient troubleshooting, while working in potentially high pressure circumstances, in achieving 100% problem resolution of repair activity with 24 hours of arrival at customer site.

Communications: Key communications contacts (internal/external) and level of persuasion required

Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management, internally and externally, are required and essential to success in this position, and in PSCNA activities, in general.

Capability in effective communication with internal departments (Technical Support, PMO, Sales, Product Teams, Spare Parts, Engineering, Order Processing, Accounting, etc.)

Document and share newly found information or trouble shooting techniques with other hotline, engineering, technical service managers and field service teams.

Must have excellent customer service skills.

Other Requirements:

Capable of lifting over 50 pounds (22.7 kg), standing for long periods on factory floors, and maneuvering in factory production environments and confined spaces to execute technical activities.

Ability and willingness to travel extensively (often 65%, or greater), domestically and internationally, often with very short or immediate notice, with flexible work hours.

AllSTEM Connections is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.

Job Types: Full-time, Contract

Experience:

  • relevant: 4 years (Required)
  • supporting Public Safety and law enforcement customers a plu: 1 year (Preferred)
  • Microsoft SQL Server.: 1 year (Required)
  • Computer Hardware, Operating Systems, Networking,: 1 year (Required)