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Technical Phone Support Specialist

Location: Shakopee, MN
Date Posted: 20-06-2017
Technical Phone Support Specialist                             
Position Overview:
The Technical Phone Support Specialist works with dealers, distributors and end users to diagnose troubleshoot and resolve technical issues with Entrust Datacard Desktop hardware and software products.   The incumbent also works with customers to answer questions about and resolve issues with already installed Desktop Solutions.  The Technical Phone Support Specialist will perform the accountabilities detailed below and other duties as assigned.
Technical Support                                                                                                                                            80%
  • Single point of contact for post-sale technical issues
  • High availability for customer contact to ensure timely and accurate response to all inquiries.
  • Responds to inquiries and support requests from customers in a timely manner
  • Utilizes phone, email and remote connections to investigate customer issues
  • Diagnoses underlying cause of customer complaints or performance issues
  • Works all customer problems to resolution which may be one or many of the following:
  • Resolves issue by working with the customer over the phone via email or using a remote connection
  • Identifies and arranges for replacement parts
  • Dispatches on-site service technician
  • Arranges for product shipment to depot repair center
  • Escalates issue to product support team
    • Responds to customer, distributor or sales person inquiries to provide general product information or answer questions about product compatibility
    • Responds to Service Requests from Entrust Datacard distributor
Product Knowledge & Development                                                                                                               20%
    • Attends relevant internal and/or external training programs to keep abreast of changes in technologies
    • Reads journals or other market sources to ensure knowledge of market changes and or advances
 Basic Qualifications
  • Associates Degree in Electronics, computer science or equivalent
  • 3+ years’ experience working in a customer service environment
  • Experience diagnosing and resolving technical issues
  • Knowledge and ability to install software such as MS Office products, Windows 7, and related software programs
  • Strong customer orientation and commitment to quality
  • Ability to travel up to 10%.  Some international travel is expected 
Preferred Qualifications:
  • B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or business
  • Knowledge of project management tools and techniques
  • Professional technical certification such as A+, MCSA, MCSE or similar
  • Ability to think analytically, solve problems, make decisions, and collaborate and work with a team
  • Ability to juggle competing demands and priorities while maintaining strong attention to detail
  • Proven written and verbal communications skills
  • Experience supporting a global client base
About Entrust Datacard
Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.
Join us. Together we’ll create solutions for a more connected, mobile and secure life.
For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn. 
Entrust Datacard Corporation is an EOE/AA/Veteran/People with Disabilities employer.
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