Technical Support Analyst - (Montgomery) in Montgomery, Alabama For Sale

SUMMARY: Responsible for rendering assistance to customers in solving and diagnosing product service and installation problems for documented and undocumented issues. ESSENTIAL FUNCTIONS (To perform within this position successfully, the incumbent must be able to perform each essential duty satisfactorily. Other duties may be assigned.) Have a working knowledge of technical product specifications and water heater fundamentals and be able to communicate this information to the caller. * Provide verbal and written technical assistance to customers having product service, installation, repair and general product questions, while recording and follow-up incoming calls on the company database. * Exhibit a basic level of diplomacy in stressful situations while being adaptable to changes and creating goodwill with internal and external customers.* Explain and interpret warranties to customers as they apply to products. * Utilize system tools to determine water heater cross-references, sizes and types as requested by callers. Bilingual abilities (French or Spanish) will be utilized for non-English speaking callers. Must attend work regularly.* *Denotes Essential Job Functions SUPERVISORY RESPONSIBILITIES : None BASIC QUALIFICATIONS: (The requirements listed below are representative of the knowledge, skills, and/or ability required and preferred for this position.) REQUIRED EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED ) Basic Computer Data Entry Skills (Will be Assessed) Ability to read, write, and comprehend technical instructions, short correspondence, and memos Ability to carry out instructions furnished in written, oral, or technical diagram form Ability to prioritize multiple projects and deal with numerous interruptions Must have excellent problem solving skills for technical products or show a strong propensity for solving technical problems Must have excellent communications skills (written, oral, etc) Must be able to work weekends, staggered shifts, and holidays Demonstrate ability to work well with others in a team environment History of regular and consistent attendance at work Completed the mandatory training identified for Technical Support Analyst II position in the customer care center master course listing Able to work weekends, staggered shifts, and holidays. Demonstrated ability to work well with others in a team environment History of regular and consistent attendance at work PREFERRED EXPERIENCE/SKILLS: Field experience servicing either electric or gas appliances--water heaters Customer service related experience in a call center providing technical support Basic Computer Skills (Microsoft Word & Excel) Bilingual in French/English or Spanish/English
Source: http://www.juju.com/jad/xxxxxxxxvwsulc?partnerid=af0exxxx314cbc501beebacaxxxx739d&exported=True&channel=staticfile&hosted_timestamp=xxxxa345f27ac5dcxxxx226fxxxxa6ffbf2ae9dxxxxxxxx4d703dbb17c906ce5