Customer Support Technician

Job Summary:
The Customer Support Technician provides technical support to TEKLYNX' direct customers, distributors and international and domestic sales personnel on all TEKLYNX software and hardware. Support TEKLYNX’ effort to attract, retain, and serve our customers by providing comprehensive, timely, and tailored technical phone and online support.  Logs daily call activity and recognizes and escalates more difficult problems. 

Job Requirements:
The ideal candidate has a technical degree or a business degree with technical emphasis or equivalent experience. A desire to work with and support customers. Must possess excellent problem-solving skills, patience and interpersonal skills. Time management skills and the ability to work successfully with a team. The ideal candidate for this position will have exceptional verbal, written and listening skills. Must have working knowledge of: Microsoft operating systems, software and pc, peripheral hardware.

Essential Duties and Responsibilities: 

  • Technical support for TEKLYNX customers, distributors, and international and domestic sales personnel
  • Job specific training is provided at intervals agreed upon by the Customer Support Supervisor
  • Strive to maintain call response objectives set forth by the Customer Support Supervisor
  • Regular and consistent feedback from end-users and distributors will be passed on to the appropriate marketing managers
  • Suggestions for product improvements will be expected
  • All department personnel will constantly upgrade skills to keep pace with products within their responsibility
  • Company and division safety policies are understood and followed, as well as general housekeeping procedures
  • Technical writing for How to’s or Common troubleshooting tips for TEKLYNX Support Center
  • Proprietary and confidential information is recognized and protected
  • Maintain service levels established by the Customer Support Supervisor
  • Other duties as assigned
  • Competencies considered critical for this role are customer focus, intellectual horsepower, interpersonal savvy, problem solving, composure, learning on the fly, listening skills and perseverance
  • Career paths include: Product Management, Sales or Marketing

Core Competencies: 

  • Collaborates
  • Communicates Effectively
  • Self-Development
  • Nimble Learning
  • Action Oriented
  • Customer Focus
  • Optimizes Work Processes
  • Demonstrating Self-Awareness

Benchmarks: 
Successfully passed technical support evaluation tests within expected timeframes as listed below:

  • Level 1 (1 month)
  • Level 2 (2-6 months)
  • Level 3 (6-12 months)
  • Enterprise Level Training (12 – 24 months)
  • Fully trained and able to support enterprise level products (24+ Months)
Interested candidates should submit a completed resume and cover letter to: Anthony_Bieniewski@teklynx.com OR TEKLYNX International; Attn: Anthony Bieniewski 409 E. Silver Spring Dr., Ste. U12, Whitefish Bay, WI 53217