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Product Support Technician-Tier 1 (Lindon, UT, USA)

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AccessData
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Product Support Technician-Tier 1 (Lindon, UT, USA)

Post Posted: May 25, 17 22:44

AccessData is looking for a Product Support Technician, based out of our Headquarters office in Lindon, Utah. The ideal candidate will have a degree in an I.T.-related field, Forensic or Litigation Support experience, and an understanding of the administration of Windows-based Server infrastructures and networks. Minimum of 1 year experience in Server Support, Forensic Support or Litigation Software Support required.

The Product Support Technician will be responsible for responding to phone, chat, forum and email requests from customers with current product maintenance contracts and escalating technical problems according to documented procedures. This person will be expected to develop and maintain knowledge of the AccessData product line and perform tasks in a professional manner while assisting with the maintenance of customer relationships and overall customer satisfaction.

Essential Duties and Responsibilities include:

-Work closely with members of the Global Support team and other internal departments (e.g., Sales, Support, etc.) to perform on handling customer inquiries for assistance, ensure company goals are met, and maintain customer satisfaction.
-Enter detailed issue information into ticket tracking system by following the ticket data entry policies and procedures. Maintain effective communication between the Global Support team and external client organizations.
-Provide superior customer service through effective communication, responsiveness, and follow-through.
-Respond to clients issues assigned in a timely manner.
-Solve tickets in accordance with global support standards for your group.
-Perform other duties as assigned.

Education and Experience

Bachelor Degree in Computer Science or MIS from a four-year college or university, three to five years of related experience or training, or an equivalent combination of education and experience. Previous experience with AccessData products is preferred, but not required.


For more information about this position or to apply, visit the AccessData job board at accessdata.com/about/join-our-team