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Technical Support Analyst

Company: GetWireless
Location: Eden Prairie
Posted on: July 15, 2019

Job Description:

Position Overview An energetic, team player capable of technically supporting customers regarding cellular gateways, cellular routers, programmable cellular modems, intelligent cellular boosters, device management software, and IoT Platforms. The environment is fast paced and requires the successful candidate to be passionate about customer satisfaction, responsive to changes, self-motivated and possess a high regard for quality. Responsibilities Working with customers/employees to identify product problems and advising on the solutionProvide Tier 1 - Tier 3 technical support to: Value Added Resellers, Solutions Providers, OEM's, Integrators, Carriers, and in some cases end users of all GetWireless supported products and services.--This includes telephone, email, and portal supportProvide courteous, knowledgeable technical support assistance to GetWireless' customers for all distributed product lines including: --cellular gateways and routers, programming telemetry and telematics modems, intelligent cellular boosters, antenna systems, device management applications, and IoT PlatformsDocument all customer support activities in the GetWireless customer support ticketing systemThorough follow-up with customers on status of their challenges and verification of problem resolution and satisfaction.Processing and follow up of customer RMA requests following defined proceduresAnalyzing call / email logs as well as device log files in an effort to spot common trends and underlying problemsUpdating self-help (FAQ) documents / portals to provider greater efficiency to customers to resolve problems quickly on their ownIf requested by the Sales team or Product Management, help with pre-sales support to GetWireless customers demonstrating product functionality in an effort to determine the best product for their needsWork with Product Management / Vendor FAE/Support teams in an effort to resolve escalated technical issues.--This may involve occasional travel to a customer locationExecute task requests to the Technical Resources group and provide feedback when requests require clarification or requested completion dates are at riskFollow customer support and reverse logistics documentationFrom time to time, back up the Operations team to assist with assembly and configuration of Cellular Gateways and Modems per written instructions; could including installing SIM cards, expansion cards and updating firmware and configuration files, assembly of coaxial cables to customer order specifications by cutting cable to specified lengths and installing specified cable connectorsWork effectively in a fast-paced environment Knowledge & Experience Required Solid knowledge base of cellular networks / working knowledge of IP Networking TechnologyExperience or ability to learn configuring of all GetWireless supported products including cellular gateways and routersAbility to technically support customers in a calm and professional demeanor achieving excellent customer satisfactionExcellent communicator using proper grammar and spelling when speaking and writingPC skills at an intermediate levelExperience with Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and ProjectExperience with CRM and ticketing systemsAbility / willingness to work overtime as reasonably necessary2-year degree or equivalent work experience in IT networking with exposure to cellular data technologies Additional Job InformationWhat are the rewards and benefits?You can successfully start a career at GetWireless or upgrade your current career in the cellular solutions world! We offer much more than a competitive paycheck. We also offer benefits such as Health, Dental, Life, and 401k.--For those that love tech and all it offers, you will be entrenched in a dynamic world of cellular technology and be able to see how it affects the real world we live in. You will also be part of an excellent team of fun, energetic coworkers in a casual work environment with a small company feel.--We believe in working hard at GetWireless, but also maintaining a healthy work/life balance.

Keywords: GetWireless, Minneapolis , Technical Support Analyst, IT / Software / Systems , Eden Prairie, Minnesota

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