Technical Support Installer Summer Internship

Job Summary:

The Technical Support Installer Summer Internship serves as an opportunity for students to learn hands-on technical skills and work as a liaison between operations and customers during the post-sales phase of the sales cycle. This role is accountable for new asset setup and installation of Pedigree Technologies solutions in order to meet contract specifications. This individual provides first-level technical support during the asset installation process, setup and management of customer software, and telephone, email, and one-on-one installation support. Excellent opportunity for students looking for hands-on computer experience in a start-up tech firm.

Knowledge and Skills:

Looking for individuals who have completed at minimum their sophomore year at a University or have one year of Technical training or a combination of training and education.
Customer support experience preferred including help desk, food & beverage counter work or telephone support.
Intermediate data collection and data entry skills.
Strong attention to detail and a focused Quality Assurance mindset.
Excellent communication skills, both written and verbal.
Ability to stay calm under pressure.
Excellent teamwork skills and strong customer service methodologies.
Ability to work collaboratively with others both internally and externally.
Proven ability to handle multiple projects by prioritization, organization and coordination skills.
Experience in Excel, Outlook and Word with the ability to learn our solutions/platforms.
Basic mechanical aptitude or general mechanical knowledge a plus.

Job Responsibilities:

Consult with end-users and installation technicians to determine and resolve installation issues.
Provide telephone, e-mail and network alert response and utilize CRM and ticketing system to document client information and track installation issues.
Responsible for keeping customer computer systems documentation up to date.
Will attend product release meetings to understand changes to our platform and software.
Provide detailed and effective communication to internal team. Follow escalation process for ongoing customer issues.
Continuously strive to improve client support by identifying opportunities and recommending solutions for improving services efficiency and effectiveness.
Utilize established script to use for customer installations.
Routinely updates customer database with key points to ensure open communication with all internal departments to ensure ongoing customer focused initiatives are achieved.
Ensures the application/solution is functioning according to specifications.
Engages in meetings with the team to address system bugs, enhancements, upcoming implementation plans, and identifying action item to resolve issues.
Must be able to work collaboratively with others to achieve team success.
All individuals are responsible for demonstrating the company’s Core Values at all times and to continuously work to improve effectiveness, efficiency, products, and services. This includes, but is not limited to, participating on improvement teams, recommending and implementing improvement ideas, and participating in training and other activities to keep up to date on processes, information, etc.
Other duties as assigned.