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IT/Computers/Networking, Tech Support/Customer Service
FoxGuard Solutions develops customized cyber security, compliance, and industrial computing solutions. As a leading operational technology company we deliver reliable, secure and configurable solutions that include: several cyber security solutions, including Patch & Update Management Services as well as turnkey computing solutions for mission-critical applications designed to fit a customer’s intended use, expected life-cycle and desired price point.
FoxGuard Solutions is looking for a full-time
to join our Industrial Computing team! This role offers reliable technical support to our worldwide customer base; responsibilities range from remote troubleshooting and diagnosing hardware and software related problems to hands-on evaluation and repair. A friendly, customer-focused attitude is a must for our service technicians as they communicate routinely with international and domestic clientele. This position requires high attention to detail and an extreme level of accuracy. This is a great entry level position for those who enjoy a combination of customer service interaction and problem-solving.
Provide first and second tiers of technical support to worldwide customer base via phone, fax, and email. Document service and support cases with high degree of detail. Prioritize incoming service and support requests; manage customer expectations.
Duties and Responsibilities
Gather and analyze system information, troubleshoot and diagnose problems, procure components and parts, complete installation and performing necessary repairs
Maintain rapport with customers by examining the issue at hand and identifying proper solutions
Document necessary service actions by completing reports, logs, orders and quotes
Ensure the troubleshooting policies and procedures are efficient and kept up to date
Work alongside various internal departments, including Sales, Warehouse, Shipping, Compliance, Accounting and Engineering
Maintain a technical understanding of necessary computer hardware technology and components
Coordinate advance replacement, repair and return shipments
Accurately determine warranty/non-warranty coverage
Infrequent local travel to customer sites for repairs
Participate in educational opportunities, including training and publication reading
Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
CompTIA A+ certified or ability to achieve within the first six (6) months of employment
Excellent written and verbal communication, problem-solving, and organization skills
CompTIA A+, Net +
Prior customer service experience is a plus
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