The Product Support Technician executes the organization’s overall second level technical support goals for automated and web products.
The Technician manages second level troubleshooting, escalating, reviewing, researching, and managing product and service impacting incidents through to resolution.
The Tier 2 Product Support Technician works directly with third level support and Development to escalate issues, determine root cause, and devise work-
around solutions until new software can be deployed. The Technician works directly with vendors to ensure issues are identified, researched, and resolved in a timely manner.
The Technician creates executive level reports to track incident type and volume, escalations to third level and development groups, and incident trending and restoration, in addition to authoring Knowledge Management content to be used globally across support levels.
Minimum- Fluent in English and French Associates degree or equivalent training and technical certifications in an applicable technical field OR Two years of related experience in any combination of the following fields : desktop, hardware, software, technical troubleshooting support AND 2 years of experience in computer or technical customer service Preferred-
Fluent in Quebecois French ITIL Incident Management experience or knowledge Advanced Excel experience Telecommunications experience Service delivery experience Telephony transport methods knowledge Functional / Technical Skills Has the functional and technical skills and knowledge to perform at a high level of accomplishment.
experiments and will try multiple approaches to find a solution; analyzes both successes and failures for clues to improvement.
looks beyond the obvious and doesn’t stop at the first answer; probes all available resources for answers; accurately correlates patterns and trends to problem solutions.
Dealing with Ambiguity Effectively copes with change; can decide and act without having the total picture; comfortably takes on new tasks without having to finish a previous one first.
Time Management Values time; plans day and organizes resources to produce efficient results; can attend to a broader range of activities.
can find common ground and get cooperation with minimal escalation; seeks to understand the position or opinions of others, even when in disagreement with them.
translates technical information to non-technical, customer facing documentation; ability to communicate in writing with a variety of people at any technical or professional level, both internally and externally.
act with customers in mind and anticipate customer needs; establish and maintain effective customer relationships, gaining their trust and respect.
readily shares information and easily gains trust and support of peers; can represent his / her own interests and yet be fair to other groups.
readily adapts to the unexpected; doesn’t react negatively when resisted or blocked; is a settling influence in times of crisis.
Listening Practices attentive and active listening; demonstrates patience in hearing people out; can accurately restate the statements or opinions of others, even when in disagreement of them.
maximizes strengths; accurately identifies and challenges self to overcome weaknesses and limitations; sets goals that require focus in areas of both strengths and weaknesses.