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For your reference, we have included the original job posting below.
Technical Support Specialist
Job Number:
25621801
Company Name:
Panasonic
Job Location:
Secaucus, NJ US
Job Category:
Information Technology
Technical Support Specialist
Title: Technical Support Specialist Location: New Jersey-Secaucus Panasonic North America is currently seeking to fill a full time Technical Support Specialist position within the Panasonic Systems Network Company in Secaucus, New Jersey.
Basic Overview: The Technical Support Specialist role is for extreme customer satisfaction in the post sales technical support team.
Additional Responsibilities include but are not limited to: * Provide solution support for IP infrastructure, complex business applications, and installed customer solutions. * Assist in knowledge transfer to ensure technical support staff are trained and equipped with equipment and documentation required to stay up to date with the latest technology and market trends. * Provide input and content for the frequently asked questions database which is kept current with all reported field issues and problem resolutions. * Identify and diagnose hardware and software problems/malfunctions related to applications of all telecom, document and IP/SIP related products and solutions. * Manage escalations of reported product issues to and from Sales, Product Management including US and Japan engineering teams to ensure problem resolution in a timely manner. * Create of technical white papers, technical bulletins and communications inline with Marketing and Sales teams' messages.
Accountabilities:
Post Sales Support * Provide advanced Tier 3 technical telephone support on all telecom and IP/SIP products and solutions. This activity will be the majority of this job position. * Clarify, understand and resolve Distributors and Dealers technical issues by communicating with the technical contact via telephone or electronic media. * Provide content of issues and resolutions, ensuring all customer problems and requests are clearly documented in HEAT. This information will be used for FAQ database. * Focused on optimizing/balancing customer satisfaction, efficiency of support operation, revenue generation, margin levels and service contract performance. * Diagnose and determine source of software malfunctions and product documentation issues by reviewing procedures and actions taken by the technical contacts, gathering information regarding the customer's technical environment and working with technical contact to perform diagnostics procedures. * Escalate reported problems to the US/Japan Engineering teams as necessary. * Maintains the technical support group's professional and technical knowledge by studying and using products, attending training classes and seminars and reviewing technical publications. Team Management * Optimize and document and escalate new process gains to management as recognized * Build cross organization relationships and ensure alignment with Sales, Marketing, Product Management and Engineering teams * Maintain and be part of a positive environment for support staff * Conduct team process training to ensure team meet their support objectives and job descriptions. * Assist Product Management and US/Japan Engineering teams with new product beta testing and play an active part of the product trial process. * Recognize and understand reported problem trends. Develop and communicate plans to resolve problems and prevent them from recurring. * Schedule site visits and the collection of data on escalated problems to resolve issues in a timely manner. * Serves as a technical support analyst and resource to the support team. * Recognize self service tools and concepts to bolster Distributor and Dealer technical; support practices and escalate to management * Participate in IT projects intended to continually improve/upgrade support and service infrastructures. * Identify service revenue opportunities and recommend solutions for improving services efficiency and effectiveness. MANAGEMENT: Minimum 5 years team technical support team management. Oversee day to day running of the telecom and IP support group. Must have a positive and ensuring personality to keep the group motivated and focused on customer satisfaction. Must be goal oriented to deliver the best market quality support and grow the business.
PROBLEM-SOLVING/KNOW HOW: * Ability to understand and assist in solving information technology problems. This would include all telecommunications IP/SIP technology and infrastructures such as key hybrid PBX, Voicemail, ACD/IVR, VoIP, T1, ISDN, Networking and Computer Telephony Integration applications and products. * Minimum 5 years of related experience in all aspects of telecommunications and IP/SIP technology, VoIP, Networking and CTI integration. Understanding of MFP, Fax and Scanner and their use, service and network capabilities. * Must be personable, flexible and highly customer oriented balancing the needs of the business with the needs of the customer. * Must have the ability to lead by example, understand the needs of the support staff, marketing, senior management and the overall business. * Ability to relate the business goals to the support group and motivate the team to meet these goals in a changing and challenging environment. * Have a clear understanding of delivering Service Level Agreements, focusing on excellent telephone tier 3 technical support. This includes installation and maintenance support for telecom (BTS), document (scanner, MFP and Fax) and all IP/SIP based products COMMUNICATION SKILLS: * Ability to represent the support team and ensure alignment with Sales and Marketing groups is essential. * Ability to effectively communicate with a broad base of clients and end users. Required to document internal and external support processes, technical white papers and technical bulletins to our Distributor and Dealer network. * Proficient in communicating escalated customer and product problems clearly to engineering. * Must have ability to identify issues and solve them with third party vendors. * Must excellent written skills and have the ability to present an idea, concept or solution to internal and external groups at all levels. ADDITIONAL REQUIRED SKILLS: * Strong understanding of voice and converged telecom and document products and services. IP/SIP detail and infrastructure, VoIP technology, networking and CTI solutions. * Proficient in Microsoft Word, Excel, Power Point and Outlook. * Familiar with call tracking databases with proficiencies with HEAT is a plus. * Ability to work independently and remotely when required with limited guidance.
