Tier2 Technical Support Representative

Part-Time Tier 2 Technical Support Representative 

HYBRID – MARLBOROUGH, MA (after training period – 2 days a week in office)

HOURS: Saturday, Monday, Tuesday (8:00 am - 4:30 pm)

OVERVIEW

We are currently looking for a part-time Tier2 Technical Support Representative to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve technical issues usually by remote diagnosis in a timely manner. The part-time Tier2 Technical Support Representative role will include remote telephone support of Optos proprietary software, Windows operating systems, configuration and troubleshooting of Optos devices, and network support for customers and field employees.  PC configuration and IT support may also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer all customer inquiries concerning operation and configuration of Optos devices.
• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation next tier/field teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, database repair.
• Research technical and software issues to identify trends for early detection and repair.
• Perform data migration on customer computers. 

MINIMUM QUALIFICATIONS

• Extensive knowledge and practical experience of all windows operating systems. It is preferred to have the knowledge of Linux operating systems.
• PC hardware and configuration skills essential.
• Intermediate networking knowledge required.
• Previous experience working in a customer care environment.
• Excellent problem solving, telephone and communication skills.
• Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve inquiries independently.
• Good customer and vendor relationship skills.
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
• Ability to work flexibly with the team to ensure timely delivery of service.
• Ability to produce high quality work under pressure and within tight timelines.
• An ability to work within tight deadlines and manage time effectively.
• Strong team player with flexible attitude to work priorities.
• Excellent computer skills (MS Office applications and Internet Explorer).

BENEFITS

At Optos, we offer a highly competitive compensation and benefits package.

• $29 - $32 per hour.
• Eligibility for company bonus program.

EQUAL OPPORTUNITIES EMPLOYER
Equal opportunity employer including disability and veteran status. 

If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!