Technical Support Assistant

Location: Pittsburgh, PA

Job Type: Full Time / Permanent

This position requires the employee to be the point person for technical difficulties that arise with clients (including troubleshooting software, hardware and integration issues).

Required Education: Bachelor’s degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

Responsibilities:

  • Address and resolve customer inquiries, concerns, and suggestions within the company’s service level agreement standards (SLAs).
  • Fill reports regarding product problems
  • Stage hardware for internal review
  • Respond to customer issues via email and calls
  • Work closely with internal engineering teams to delineate and monitor the resolution of issues
  • Walk customers through solutions
  • Research technical issues
  • Review product change requests
  • Learn about product updates and new technologies
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