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.
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