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Client Support - Bilingual

Company: Veloc Inc.
Location: Irving
Posted on: January 14, 2019

Job Description:

Job Summary: Primarily responsible for software, hardware and how-to support for propriety services for both internal and external users. Bilingual plus - Spanish Duties and Responsibilities: Essential Functions:

  • First point of contact for external users of supported applications and hardware via various avenues of communication such as phone calls and emails.
  • Inspect RMA hardware and identify required repairs to meet quality standards.
  • Clean, troubleshoot, diagnose and perform minor repairs on RMA hardware.
  • Track RMA progress and help provide a daily summary of all the RMAs going through the repair process.
  • Assist in the hardware setup of devices to be deployed to the field.
  • Assist with quality control testing and tasks related to new software releases or hardware deployments.
  • Accurately enter information into incident tracker, trouble ticket and asset management tools. Take ownership of open cases.
  • Escalate cases or observed issues as required, providing necessary clear and concise documentation to client, team members or management.
  • Identify and provide documentation for process improvement opportunities.
  • Ships and receives incoming and outgoing packages. Other Functions:
    • Ability to sit at a computer console for extended periods of time.
    • Will be required to work unconventional hours or shifts, holidays, weekends, 1 st , 2 nd , 3 rd shift. Skills and Education Requirements:Experience:
      • Minimum of one-year technical support experience. Skills:
        • Microsoft Windows Office Suite, especially Excel, Word and PowerPoint
        • Microsoft CE Mobile and wireless environment knowledge helpful
          • Demonstrated experience troubleshooting (hardware and software) to systematically help customers through resolution of technical problems
          • Able to adjust to change both rapidly and effectively
          • Comfortable in responding with non-documented procedures or scripts
          • Ability to manage multiple tasks while effectively focusing on priority issues
          • Strong analytical skills
          • Patience and experience in providing technical support to non-technical end-users
          • Ability to work both independently and as part of a team
          • Excellent listening, verbal and written communication skills. Professional telephone presence. Fluent in English.
          • Strong critical reasoning and decision making ability
          • Ability to demonstrate calm and pleasant demeanor, rational thinking and problem solving skills
          • Accurate, thorough and detail oriented. - provided by Dice technical support, software, hardware, customer service, Mobil

            Keywords: Veloc Inc., Irving , Client Support - Bilingual, Other , Irving, Texas

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