Scanner Business Telephone System Specialist

Overview

As a Technical Support Specialist for Business Communication products (PBX system, SIP Phone and Scanner), the qualified candidate needs to have strong product knowledge in Telecom, Hybrid PBX, IP, VOIP, SIP, Networking, Document Imaging Hardware and Software; in addition communication and organizational skills are required. The qualified candidate will work with the Panasonic Team, including Engineering in Japan, Engineering of 3rd party partners, dealer installers and customers.
Responsibilities

Job Duties:

• Provide exemplary customer service to internal and external customers
• Demonstrate timely and efficient resolution of customer contacts
• Exercise empowerment within guidelines when accommodating customers
• Evaluate, research and escalate as appropriate for skill level to Japan Technical support or PSSNA
• Support customer requests for general inquiries and route as appropriate
• Accurately document customer contacts within product-specific ticketing systems
• Demonstrate efficient and appropriate use of resources
• Provide advanced technical phone and email support on all PBX system, SIP Phone and Scanner Hardware and Software products. This will be via phone, chat and email.
• Clarify, understand and resolve Customers, Dealers and Third-party Field Service Vendors technical issues, by communicating with the technical contact via telephone call and email.
• Provide content of issues and resolutions, ensuring all customer problems and requests are clearly documented in the call tracking database. This information will be used in conjunction with the FAQ database, technical bulletins to the field and to identify field quality issues.
• Diagnose and determine issues by reviewing procedures and actions taken by the technical contacts, gathering information regarding the customer's technical environment and working with the technical contact to perform diagnostics procedures and lab testing.
• Maintains the technical support group's professional and technical knowledge by studying and using products, attending training classes and seminars, while also reviewing technical publications.
• Other job duties as required

Job Requirements:

• Previous call center experience preferred
• Fundamental understanding of electronics required
• Ability to read and understand technical documents and manuals
• PC literate with the ability to use Microsoft Word, Excel and Power Point
• Ability to perform multiple tasks simultaneously
• Ability to work in a diverse, team-based environment
• Ability to work independently with limited guidance
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
• Minimum 3 years of related experience in all aspects of PBX system, SIP Phone and Scanner Hardware, Software, programing and IP networks. Understanding of WireShark or similar protocol analyzer testing a plus. (This is not mandatory, but it is preferable that it is compliant.)

Salary Range

18.00-20.00 REQ-147383

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