The technical support analyst provides consultation, training, troubleshooting, and problem-solving to Teradek customers both prior to and after a product purchase. This support extends to hardware, firmware, software, and services developed by Teradek. The nature of our products necessitate someone with both strong computer networking skills and successful problem-solving. We are looking for someone who is passionate about providing excellent service and ensuring customer satisfaction.
The support analyst must possess excellent verbal and written communication skills to clearly express complex ideas through the customer medium of choice, including phone, online chat, email, forums, and web-based ticket systems. Our customers work in a wide range of industries under tight deadlines and have varying technical backgrounds; a friendly, positive, and energetic attitude is required to patiently explain concepts and troubleshoot issues.
Major Tasks and Responsibilities:
Ability to prioritize multiple concurrent tasks and adapt to different scenarios; requiring good communication skills with individuals of all levels who are often in high pressure situations.
Provide technical support to customers through a thorough understanding of Teradek products, related services and technology, and customer workflows.
Identify and address complex usability problems which can involve Teradek-manufactured products as well as third party products and services.
Implement methodologies to improve first call resolution.
Work with Inside Sales team to provide excellent pre-sales / product evaluation support, including educating customers about terminology, product features and benefits in a timely manner.
Build and maintain positive relationships with existing customers to help generate repeat sales.
Review customer requests for returns/repairs; provide accurate information regarding product returns and failures to internal groups within Teradek.
Identify, document and escalate customer issues to appropriate internal teams.
Perform ongoing testing on released product software, firmware, and evaluation of all customer-facing documentation, as well as beta testing of products prior to release.
Provide evening and weekend on-call support on a rotating basis.
