The Support Technician assists with handling incoming customer support calls and emails, processing incoming and outgoing RMAs in an effective manner. You will work closely with customers to ensure that their hardware-related RMAs are resolved to the best of your ability and to the customers' satisfaction. Additionally, you will diagnose and resolve internal technical issues, including networking infrastructure problems.
Essential Duties and Responsibilities:
* Collaborate with the sales team and customers to address their technical requirements.
* Offer first-line support while ensuring that all customer queries are addressed in a timely and efficient manner.
* Manage and process customer RMAs (Return Merchandise Authorizations), ensuring timely and accurate resolution of return requests, coordinating with customers and internal teams, and maintaining records of all return transactions.
* Diagnose and resolve software and hardware issues, ensuring timely and effective solutions to minimize disruptions.
* Assist in the development and implementation of bespoke solutions to meet specific customer or project requirements.
* Diagnose, resolve, and maintain internal technical issues, including networking infrastructure problems.
Requirements:
* 0-2 years of technical support, help desk, or IT troubleshooting experience.
* Experience with Windows and Linux operating systems.
* Familiarity with PC assembly and component installation is desirable.
* Highly motivated with exceptional organizational skills.
* Great communicator with the ability to troubleshoot and think outside the box.
Travel:
* This position may require occasional travel between our Bangor NI office and Dunleer Office.
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