Technical Support Specialist

Technical Support Specialist

Snap-on Business Solutions (Ohio) Group under RS&I Division of Snap-on Incorporated is looking for a technically trained and self-motivated individual for the position of Technical Support Specialist. The location is Richfield, OH. The work schedule is Monday through Thursday from 10a to 7p, onsite, and Friday from 11a to 8p, offsite.

This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics, emails, and chats.

Responsibilities include:

• Performing and directing high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.
• Interfacing with Technical Support leadership as required.
• Soliciting information from other departments relative to Customer Support/Satisfaction.
• Being responsible for the sale of consumable items and non-contract technical services.
• Preparing documentation to support diagnostic needs.
• Analyzing new and existing product trends affecting Customer Support/Satisfaction.
• Providing technical input and solutions relative to field service, training, sales, and customer requirements.
• Participating in procedural planning as required.
• Generating reports as required.
• Performing other miscellaneous duties as assigned.

Qualifications include:

• Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
• Two to three years experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
• Proven oral/written communication and interpersonal skills.
• Previous technical sales experience.
• Knowledge of LAN/Ethernet required.
• Proficient keyboarding skills.
• Strong background in Internet Browsers, hardware, software, terminal emulation, and SCSI devices.
• Strong background in Windows base operating systems.
• Capable of troubleshooting to resolution most problems with products supported.
• Must be self-motivated to keep current with technology.
• Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.