Tier 2 Upgrade Support
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Tier 2 Upgrade Support
Ref No.: 17-07263
Location: 415 Century Pkwy, Allen, Texas
Position Type:Contract
Start Date: 08/09/2017
 Position Detail:
 The Tier II Support Engineer is responsible for diagnosing and resolving the more complex customer issues through phone, web, email, and direct customer interaction.
 
Job Responsibilities & Duties
• Will take escalations from Tier I
• Attend ECN meetings trying to document new products prior to release
• Interface with Engineering Department on customer issues and comments
• Identify problems that are known to involve extensive research
• Address any systems that require video or data recovery beyond the scope of Fleet Manager Utility

 
Professional Skills
• Customer Advocate
• Highly energetic and a people person
• Self-starter/Motivated/Manager
• Works well in a team environment
• Excellent communication skills

 
Technical Skills
• Previous technical support/engineering/trouble shooting experience
• Extensive PC/Networking troubleshooting experience desired
- Powershell scripting - Needs to be @ least at an intermediate level

 
Requirements: 
• High School degree required
• Excellent communication skills
• Provide support for Key Accounts with escalated issues
• Provide technical assistance to Regional Sales Managers with escalated issues