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PURPOSE Primary responsibility is to process field and operational trouble tickets escalated from Tier-2 (domestic and international) and to support Senior Product Engineer in researching assigned issues. To be successful it is crucial to *Have excellent commitment to quality customer service (internal and external customer) *Ability to proactively absorb and retain technical operation understanding of SecureAlert devices, cellular communication, GPS technology, TrackerPAL and Device Gateway features. KEY DUTIES AND RESPONSIBILITIES Tier 3 Support -Escalation support (primarily tickets escalated from Tier-2 and management) *Device and associated services operations *Supply Chain Support - Domestic Tier-2 technical training (as directed by Senior Product Engineer) *???Tech Talk??? ??? semi-weekly meeting with Tier-2 & Training *Train new hires (Tier-2 and Engineers) on Devices and Device Gateway *Trouble-shooting guides *Technical knowledgebase Cellular/Operational Serivces: *Identify excessive/inappropriate usage *Product field operations *Cellular service coverage, service issue resolution, outage mgmt, SIM provisioning issues *Proactive service administration to minimize costs ??? individual SIM mgmt *Dynamic management of Rate Plans *Daily operations (monitor for runaway activity)
Relocation costs may be covered.
KNOWLEDGE, SKILLS, ABILITIES REQUIREMENTS *Solid working knowledge of Word and Excel *Reliable following through with strong proactive sense of personal ownership to program success *Good written and verbal communication skills *Excellent people skills...must work well in team environment *Able to remain calm and collaborate even when others become difficult or emotional *Attention to details and completing tasks/responsibilities in full *Ability to grasp and retain technical training/mentoring *Self learner EDUCATION *Associates degree in technical or computer related field -OR- *Minimum 4+ years proven track record in a progressive technical support position Desirable to have background in: -Firm understanding of SecureAlert TrackerPAL application -Cellular communications technology and operations -GPS technology and operations -MS Project -PowerPoint
Please submit your resume to firstname.lastname@example.org. Please ensure to include "Tier 3" in the subject line, so we know what open position you are applying for. Also, feel free to visit our website for more information about the Company: www.securealert.com.