Multi-Tech Systems, Inc
  • Mounds View, MN, USA
  • Full Time

If you're looking to work at a technology company that designs and manufactures its solutions on U.S. soil and is a leading enabler to the industrial Internet of Things (IoT), consider joining MultiTech's innovative, hard-working team. MultiTech designs, develops and manufactures communications equipment for the industrial internet of things connecting physical assets to business processes to deliver enhanced value. Founded by an engineer more than 50 years ago, we are committed to quality and service excellence. Our customers rely on MultiTech products and people to address their needs, while our history of innovation ensures they stay ahead of the latest technology with a partner who will be there for the life of their solution.

MultiTech is currently seeking a Technical Support Technician. The Technical Support Technician will provide support, guidance and resolution to customers related to the installation and troubleshooting of MultiTech products.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Respond and resolve incoming customer technical questions from both the product support line and portal. Troubleshoot and problem-solve based on the needs of the customer by determining cause of problem, selecting and explaining best solution, expediting any corrections or adjustments and ultimately seeing through to resolution and customer satisfaction.
  • Proactively follow-up on customer open tickets; including missing required information, progress updates, & steps to resolution. Escalate issues within the Product Support Department when necessary.
  • Accurately document all activity in the support portal in a timely manner, including creating and managing support cases.
  • Utilize available documentation and resources to identify and resolve customer issues.
  • Assist in documenting new product updates, update and enhance new product features or common technical questions within internal Knowledge Base system.
  • Schedule phone support with customers as needed.
  • Continually learn and explore detailed workings of MultiTech new and existing products.
  • Act as technical liaison between customers and other departments.
  • Report design and reliability problems to Engineering.
  • Create resolutions, app notes, how-to videos, training material, etc. for publication on company website.
  • Follow and enforce all Multi-Tech rules and policies and provide leadership through training and example.

QUALIFICATION REQUIREMENTS:

  • Self-directed/Self-learner with strong initiative and a passion for technology.
  • Aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences.
  • Exceptional customer service skills both verbally and written.
  • Proficient with Microsoft Office Suite and general office skills.
  • Must be able to work individually or as part of a team, have good problem solving skills, detail oriented and be flexible based on job requirements.
  • Excellent organizational, telephone, verbal/written communication and interpersonal skills.
  • Ability to adapt easily to change as well as prioritize and manage multiple projects simultaneously.

EDUCATION AND/OR EXPERIENCE:

  • 2 year technical degree in computer science, electrical technology or related field or an equivalent combination of education and relevant experience.
  • 2 years of previous technical customer support experience required.
  • Experience with Windows and Linux operating system experience; PC and macOS experience desired.
  • Experience with interpreted scripting languages desired.


EEO/AA Employer M/F/D/V





Multi-Tech Systems, Inc
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