Technical Support Representative

Job Responsibilities:

• Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200.
• Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues.
• Log interactions into the CRM system.
• Evaluate and escalate calls to field teams for critical issues and hardware issues.
• Remotely install/troubleshoot software and upgrades, data base repair, and remove of software viruses.
• Research technical and software issues to identify trends for early detection and repair.
• Perform data migration on customer computers.
• Ability to work 40 hours per week (available shifts: 9am EST 6pm EST OR 10am EST 7pm EST OR 11am EST 8pm EST), including one Saturday shift (8am EST 5pm EST) every four weeks.

Minimum Education & Experience:

• High School diploma or equivalent
• 1+ year of Technical Support experience required
• Previous experience working in a customer care environment
• Extensive knowledge and practical experience of Windows operating systems including Windows 98/NT/2000/XP/Vista/7, MS Office applications, and internet browsers
• PC hardware and configuration skills
• Intermediate IT networking knowledge
• High-speed home internet connection required.