Technical Support Specialist

OpenTech Alliance is a technology company that provides innovative solutions and exceptional service for property owners. We currently have a Technical Support Specialist position available for people living in the Phoenix, AZ.

We are committed to being the BEST in our industry and have a family culture that believes in doing it right, putting passion in all we do, continuously improving ourselves, our processes and our solutions, we are innovative in our approach and we conduct oursevles with a can-do postive vibe. We offer a great opportunity for career advancement. OpenTech is committed to promoting from within and offers internal training for advancement into other departments.

Purpose

The Technical Specialist is primarily responsible for supporting new and existing customers that use our products by performing the following duties:

Essential Job Functions

Answers inbound technical support calls and emails. Troubleshoot computer issues on an advanced level. Proactively supports kiosk and customers on INSOMNIAC Self Storage Network (ISSN). Receives and records incident related information using a variety of tools, techniques, and procedures. Conducts analysis, gathers information, troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a Senior Technician. Works directly with other support teams, as needed to resolve customer issues and request enhancements for our products. Maintains solid customer relationships. Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. Provides exceptional customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments. Manages customer expectations through to successful completion and user satisfaction. Adheres to company protocols, consistencies, and procedures. Serves as the first line of resolution for peers in assigned skill sets to more quickly help resolve procedural or technical issues that might have otherwise been escalated to a manager. Responds to phone and email inquiries in timely manner to meet or exceed customer expectations. Interfaces closely with sales, service, and management to ensure customer satisfaction is maximized. Effectively communicates and exchanges information among team members. Conducts technical diagnosis of operational problems on various kiosks. OpenTech Products. Develops and maintains a working knowledge of OpenTech Alliance, Inc. products within customer environment. Escalates unresolved issues, with thorough documentation to the appropriate department as required, to assist with resolution.

Computer/Software Skills Other Functions

To perform this job successfully, an individual should have knowledge of: Advanced Windows 7 and Windows 10 computer support, Network troubleshooting, firewall infrastructure, Internet Explorer management, website navigation, computer peripheral troubleshooting (printers, USB components, NIC cards etc), technical support experience, proper phone etiquette, and customer service experience. Performs other duties as assigned by supervisor Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to create and interpret graphs.

Physical Requirements

Regularly uses a keyboard to interact with computer system Regularly required to communicate verbally This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Educational/Training/Experiential Requirements

Certificate from college or technical school plus 2 to 3 years of related experience and/or training: or equivalent combination of education and experience This is a full time, in-house position.

OpenTech Alliance offers a full benefit package including :
100% Company Paid Premiums for Short Term and Long Term Disability 100% Company Paid Premiums for Basic Life Insurance and AD&D ($25,000 policy amount) Access to Company Provided Employee Assistance Program (EAP) Paid for by the Company Three (3) Health Plans from which to select Two ( 2) Dental Plans from which to select Vision Plan Flexible Spending and Dependent Care Hyatt Legal Plan Voluntary Products which can be purchased by employee such as additional life insurance, dependent life insurance, hospital, accident and sickness plans 401K Plan with Employer Match Paid Time Off Paid Holidays AAA Classic Membership or Metro Bus pass paid by employer (after 90 days of employment) Additional promotions and discounts available through your employee portal

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification; they are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

OpenTech reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.