Tier II Technical Customer Support

Overview

Our Tier II Support Specialist provides technical support to Panasonic customers in a fast-paced desktop, server and infrastructure environment. Excellent customer service, strong analytical and problem-solving skills are needed to be successful in this position.

Responsibilities

• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.
• Ensure all tickets/escalations are followed up with in a timely and efficient manner.
• Escalate and work closely with software engineers when an issue arises beyond Tier II capabilities.
• Maintain system capabilities by testing existing equipment and programs when new features are rolled out.
• Try out new systems and software when applicable.
• Train new users on proper use of software.
• Other duties as assigned.

Job Requirements

• Previous call center experience preferred.
• Fundamental understanding of electronics required.
• Ability to read and understand technical documents and manuals.
• Ability to perform multiple tasks simultaneously.
• Ability to work in a diverse, team-based environment.
• Ability to work independently with limited guidance.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion.
• Intermediate skills with Microsoft Office Suite including Excel and PowerPoint.

Benefits & Perks

• Health Benefits – Medical, dental, and vision.
• Voluntary Benefits – Life, accident, critical illness, disability, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions.
• Paid Time-Off Benefits – PTO, holidays, and volunteering (company sponsored events).
• Health Management and Wellbeing Programs – EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program.