Job Details

Job Title: Customer Support Technical Specialist - Poulsbo, WA

Posted on March 05, 2018

Employer: Azima, Inc.

Job Description:
Customer Support Technical Specialist
Azima, Inc. -
We are currently seeking Technical Support Specialist whose primary purpose is to provide friendly customer ‘support’ to resolve and remedy technical hardware and software matters relative to Azima products and services. The right individual must work efficiently on multiple tasks and have a strong ability to understand complex situations, to clearly communicate customer needs and create a resolution. Must be able to work positively under challenging customer situations and manage expectations while working towards solutions. Tasks will also include issuance and tracking of Return Merchandise Authorizations (RMA), distribution of service bulletins, database entry of customer registration information, knowledge base article development, and testing new products. This position will also backup IT functions.

Interface with customer personnel to ensure high customer satisfaction
Assist customers via telephone, email, web conference, chat and remote connections
Identify, troubleshoot, resolve technical hardware and software matters, and recognize when to elevate technical cases to Tier 2 and 3 Technical Support tiers
Update and document customer case status, dialogue, RMA’s, order tracking, and case closure, within SalesForce
Interface with internal organizations: Manufacturing, Sales, QA, and Operations
Ability to multi-task and prioritize caseloads

Perform software hardware updates on AzimaDLI devices in conjunction with warranties and service programs
Assist with Quality Assurance (QA) in tracking and reporting of repeat technical issues
Develop knowledge base articles (Application Notes)
Future potential for travel up to 10% - 20% of the time
Perform miscellaneous in-house and field engineering services.

Outstanding communication and interpersonal skills and customer-focused with a flexible, positive attitude
Excellent computer skills on Microsoft platforms, and Microsoft software suites
Troubleshooting skills, ability to develop logical test conditions
Fundamental knowledge of computer networking, TCP / IP configurations, common firewall ports, and general Microsoft windows security settings
Desired fluency in a foreign language a plus, both written and verbal

Associate’s degree desired, plus 3-5 years of IT, technical, or customer support experience in a technical industry.
A+, N+ or MCP Certifications desired, but not required
Experience using PdM diagnostic tools (DLI and CSi Hardware and Software experience desired).
Must possess a valid driver’s license, US citizen
Careers at Azima DLI provide tremendous opportunity to work in a dynamic and rewarding environment and to advance within a growing company. The benefits package includes a matching 401k plan, health and dental coverage, Life and disability insurance, plus 3 weeks paid vacation per year.
Job Type: Full-time
Salary: $40,000.00 to $60,000.00 /year

Contact Person:
Location: Poulsbo, WA
Application Method: Online
Base Pay: $40,000 - $60,000 YR

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