Technical Support II

This role includes, but is not limited to, coordinating installation meetings, configuring and troubleshooting our synchronization client, provisioning new sites, and terminating access to cancelled sites. This individual must be able to work in a collaborative environment, often working closely within Operations, as with Sales, Development, and IT. The ideal candidate will have excellent written and verbal communication skills, an inquisitive nature, a customer-first attitude, and great attention to detail.

Essential functions

Coordinate the scheduling of the customer's initial sync appointment.

Provision all new customer sites for both Point Solutions and UCM customers.

Install, configure, and troubleshoot the Synchronization Client.

Provide customers with preventative maintenance and configuration recommendations.

Must identify, document, and report all product defects thoroughly and in a timely manner.

Process the technical portion of a cancellation.

Possess an advanced understanding of our products and data structure.

Competencies

Strong time-management skills with analytical problem-solving abilities.

Critical thinker adept at working collaboratively on an interdepartmental basis.

Ability to multitask and monitor multiple channels of communication effectively.

Demonstrated troubleshooting abilities with a high degree of technical aptitude, accuracy, and efficiency.

Requirements

Previous experience in customer service required.

Experience in the construction industry not required, but helpful.

Understanding of basic programming and software troubleshooting.

Prior software application support experience is a plus.

Proficiency with Microsoft SQL database experience is ideal, but the ability to learn and become SQL proficient in a timely manner is a requirement.