Technical Support Associate [T500-25842]

About HME:

For over 50 years, HME has created industry-leading products and services, their earliest being the first wireless microphone for the professional audio market in 1974. Since then, they have evolved greatly and pioneered into a variety of niche markets, setting new benchmarks with their work.

HME believes that theres more to a person than whats written on their resume. HME sees their employees for who they are and value every idea and opinion its what fuels their innovative thinking and helps deliver market-leading products and services. As a part of our team at HME GCC, you will help HME leverage cutting-edge cloud technologies and empower multiple industries to thrive by enabling seamless connectivity and enhancing communication.

Job Summary:

The Technical Support Associate provides technical support and troubleshooting to end users, sales team, inside sales and 3rd party sales channels.

Essential Job Functions:

Technical Support for Internal and External Customers:

• Provides technical telephone support to resolve technical product issues.
• Attempts to resolve problems with guidance of Technical Support Engineers, but quickly identify when escalation is necessary.
• Maintains basic knowledge of RF and impact on Clear-Com wireless products.
• Provides Assistance to the Applications Engineering team as required.
• Provides technical support to Sales. As requested, provides product technical support and other product information to Clear-Com's in a timely manner.
• Product Functionality, Compatibility Advice and General Support
• Maintains basic understanding of Clear-Coms product functionality as new hardware and software are released. Applies root cause analysis and standard troubleshooting techniques to resolve technical issues.
• Records detailed information from the customer that will allow Technical Support Engineers, Product Management, or Engineering to understand and duplicate the reported problem.
• Regularly contributes to the Companys knowledgebase, enabling customers to find answers to problems on their own.
• Provides administrative assistance to team by ensuring the CRM is maintained with current information, records are as complete as feasible, and other general database maintenance is performed as directed by GSS Management.

Qualifications - Knowledge / Skills / Abilities:

• Strong analytical skills. Logical problem solver, able to apply standard trouble shooting and root cause analysis techniques, detail oriented, well-organized, coordinated and methodical approach to work.
• Excellent interpersonal and communication skills, able to resolve customer issues in a calm and professional manner.
• Ability to create and decipher basic technical documentation.
• Prior hands-on Experience with audio equipment a plus.
• Attitude, energy, and demonstrable success in a customer-focused role.
• Good PC skills and experience with Office applications (Outlook, Excel, Word, PowerPoint, etc).

Experience:

• 0-1 year.

Education:

• Graduates/Engineering Graduates.