Technical Support Analyst

Job Summary:

The Technical Support Analyst 1 (TSA 1) is primarily responsible for handling customer support cases for GeoComm software and related services.  The TSA 1 serves as a primary liaison and first line of communication for customer questions or issues with GeoComm software and systems.  The TSA 1 will provide great customer service and work to resolve technical issues that are received by the support team.  The TSA 1 will provide technical support by answering questions on function and usage of GeoComm product via the telephone, email and/or remote access.

Responsibilities:

• Clear and concise documentation of incoming technical support issues from internal and external customers in a professional and courteous manner.
• Resolve clients’ technical questions or problems over the telephone, email and/or remote connection session in the areas of system configurations/setup, product functionality and bugs/enhancements.
• Discuss and provide information related to customer feedback to product development staff.
• Manage communications with the customer to keep them informed about case creation, scheduling of troubleshooting and final resolutions of customer issues.
• Escalating complex issues and issues taking longer than 2 hours to resolve to Technical Support Analyst II (TSA II), in a timely manner. May be responsible for implementing the solution from the TSA II recommendation.
• Maintain and improve personal knowledge of all GeoComm products and services necessary to deliver the required level of technical competency.
• Document technical support issues, resolutions and all associated correspondence in NetSuite and knowledge base systems. Maintain technical knowledge of all aspects of how GeoComm products connect in a variety of installation environments to include the various computer hardware, software, networking configuration, database technologies, and wireless communications.
• As assigned perform system maintenance services for customers.
• Contribute to Continuous Improvement ideas to resolve challenges and increase our efficiencies.
• Share responsibility for 24/7 customer support.

Additional Duties:

• Promotes the Company, its Mission, Values, programs, and achievements to the public and other employees.
• Improves self in any way possible to enhance job performance.
• Promote and maintain a high quality, professional, service-orientated company image among users.
• Functions as a team member by assisting, supporting, and encouraging other employees. In any way possible.
• Performs related work as required: willingly and eagerly.
• Meet deadlines as required.
• Arrive to work and be ready to begin work on time and focused on the tasks to be accomplished.
• Maintains a neat and organized work area.
• Complete other duties as assigned.
• Understand and follow GeoComm’s core values: Customer Commitment, Sense of Urgency, Teamwork, Continuous Improvement and Innovation, and Empowered Accountability.

Qualifications:

• Excellent written and verbal communication skills.
• Good analytical skills.
• Strong customer service skills.
• Ability to prioritize well and to deal with multiple tasks at one time.
• Solid organizational skills.
• Microsoft windows PC and Server environment skills.
• Experience with different operating systems and servers.
• Previous customer service experience, product support, and GIS experience a plus.

To Apply:

To be confidentially considered for this opportunity, interested candidates should submit a resume and cover letter to:        

Renee Theisen
Human Resources
GeoComm, Inc.
320.281.2161
rtheisen@geo-comm.com