Technical Support II

Supervision

Reports to: Technical Support Manager

Come grow with us!

Working at ViewSonic is a unique opportunity to do rewarding, meaningful, high-visibility work for a global leader in visual technology. At ViewSonic, we are celebrating 35 years of excellence, carrying on the same entrepreneurial spirit and innovation we’ve had since 1987. Our brand and products are well known throughout the industry. As a result, we are growing quickly and are looking for energetic, motivated team members to expand our nest.

Your Role and Impact

A Tier 2 Technical Support Representative is responsible for maintaining professional relationships with clients (internal and external) by providing their in-depth knowledge of ViewSonic products to the end user. A successful representative will make use of their troubleshooting techniques to resolve a customer’s technical issues in a timely, cost-effective manner. They will also be expected to educate clients on the various features and benefits of ViewSonic products as needed. Duties and tasks reflect substantial variety and complexity. They work with minimum supervision, typically only conferring with superiors on unusual matters.

Day to Day Responsibilities

• Handles customer inquiries and provide general information, and/or technical specifications of the products to emphasize product features/benefits
• Troubleshoots ViewSonic products and ensures all cases are closed satisfactory and within policy limitations
• Handles escalated issues forwarded by other ViewSonic departments
• Arranges services needed, such as On-Site service depending on product and customer types (resellers, end users, corporations, VIP accounts, etc)
• Collect and document field complaints
• Escalates potential product and service issues to appropriate personnel
• Issues appropriate Return Merchandise Authorizations (RMA)
• Supports ViewSonic Authorized Service Providers (ASP) on all repair and services related issues
• Handles quality-sensitive cases for corporate and VIP accounts; escalates high-level problems to Management
• Serves as a resource to others, providing resolutions to various levels of problems
• Update technical knowledge base for department team’s reference
• Develops solution documentation for various internal/external audience (End-user, Call Center, Service Centers)
• Responsible in maintaining and updating customer support web portal knowledge base
• Conducts product and technical training as required
• Support Sales and Marketing special events and activities as requested that may require traveling (currently postposed due to COVID-19)
• Performs other technical support functions and activities as assigned.

Your Ideal Profile

• BS Degree in Computer Science, Electrical, Electronics or related field
• 4 years of related work experience
• Proficient knowledge on various computer systems, components, and applications
• Excellent knowledge on various operating systems (Windows, Mac OS, Android, etc)
• Knowledgeable in utilizing MS Office
• Proficient knowledge on network, wireless, internet, and having some computer training and certifications is preferred
• Must be able to read and understand engineering specifications
• Proficient knowledge on technical terminology and specification on display technology
• Proficient knowledge on high-tech products such as projectors and/or internet appliance
• Proficient in developing solution documentations and training of internal and external customers
• Strong verbal and written communication skills
• Familiarity with warehouse environment and equipment preferred
• Spanish or French speaking a plus

What’s in it for you:

• Medical, Dental and Vision insurance options
• 401k with company match
• Paid Time Off
• Company provided equipment

Work Environment & Requirements

• Environment: 5 days in office
• Physical Effort: Work requires infrequent physical demands
• Hazards: Negligible, little or no exposure to hazards