Technical Support / Customer Service (FS&S Specialist) - Hybrid Schedule

Responsibilities

• Triage customer technical issues for network/VPN and Point of Sale (POS) equipment and act as intermediary between third party technical solution provider and customer
• Enter service tickets for identified technical issues and track through to resolution including receipt and payment of contractor invoice
• Remote diagnostics and issue resolution for field equipment including identifying and troubleshooting network communication issues
• Setup remote communication with customer through modem configuration, ship equipment to customer site, and assist
• Complete reconciliations for gallons pumped versus gallons tracked
• Proactively monitor customer equipment for system failures and partner with customer to fix
• Partner with assigned stakeholders (internal and external) to successfully onboard new customers for service including identifying site-specific information and proactively addressing any technical issues
• Complete device setup using a pre-built script, and update system to reflect setup
• Perform “start-up” on various types of devices pertaining to new customer equipment implementation

Requirements

• High school diploma or equivalency required
• College education preferred
• At least one year of work experience
• 6+ months tier one, technical support with knowledge of Network/VPN/IP (preferred)
• Tech savvy, with computer system knowledge including software/hardware and an emphasis in Access, Excel, Word, and Outlook (must be able to use lookups and pivot tables in Excel)
• ProComm, Hyper-terminal programs, or PuTTY experience, a plus