Technical Support Representative II (665-758) at Bloomington

MorphoTrust USA, Inc. is the leading U.S. provider of identity solutions designed to simplify, protect, and secure the lives of the American people. Our solutions support the goal of One Person, One Identity: verifying that applicants are who they claim to be, reducing fraud, enhancing national security, and delivering the highly secure credentials and processes on which Americans depend. We deliver complete solutions for the secure issuance of IDs, such as U.S. driver licenses and passports, as well as solutions for border management, law enforcement, retail, travel, and applicant vetting through the use of document authentication, data verification, and biometrics (iris, fingerprints, and face).

Description

Receive, log, troubleshoot, resolve, or escalate Customer Service Requests received via Automated Call Distribution (ACD) System or through other means. Regular communication occurs with other Technical Support, Sales, and Management conveying information on technical problems, Customer anomalies, and resolution management for site-specific issues.

Essential Functions

• Serves as a resource for Internal and External Customers to diagnose and isolate complex software and hardware problems.
• Orders replacement parts as necessary, communicating to Customer the nature of the problem, status of part arrival, and expected resolution time.
• Communicates the status of unresolved issues to MorphoTrust personnel and Management, if necessary, to ensure a smooth transition in the handling of Customer Service Requests.
• Remotely diagnoses/troubleshoots, configures, or adjusts Customer Systems.
• Updates Knowledge Base as necessary.
• Maintains a high level of knowledge of emerging industry products and new advances in technology.
• Operating in a team environment assists other Call Center personnel in accomplishing goals and executing on projects as assigned.
• Assists in determining level of effort required for Time and Materials Service Requests.
• Represents the Company in a credible and positive manner.
• Responsible for upholding the principles of confidentiality as they relate to this position.
• Assists Sales Staff in researching Customer activities.
• When approached, inform Customer of new products and/or services and as appropriate refers Customer to appropriate Sales representative or group.
• Excellent communication skills, such as the ability to verbally acquire critical feedback to accurately identify Root Cause of Customer hardware and/or software problem.

Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.

Required Skills

• Working knowledge and prior experience with Customer Service or CRM Applications.
• Job related professional and technical knowledge.
• Working knowledge of MS Excel, Word and other Microsoft Office Applications.
• Strong technical knowledge of DOS, UNIX, Linux, and Windows Platforms.
• Strong networking knowledge, such as FTP, Telnet, IP Addressing and TCP/IP.
• Ability to pass FBI and/or State personal background check and/or clearance as required by Customers.
• Very strong Customer Relations/Service skills.
• Descriptive oral and written communication skills.
• Ability to work in a fast paced environment without close supervision.
• Ability to be proactive is essential.
• Members of the Field Service organization are on call 24/7.

Required Experience

• High school diploma or GED, certificate of completion from a technical school in a computer, electronic, or software/hardware related field, or a two year technical degree in computer science, technical, networking, or related field and 3-5 years of similar experience; or any combination of education and experience that would enable performance of the full scope of the position.

Travel Requirement, Working Conditions and Physical Demands:

Travel Requirement, such as:

• Ability to travel locally for activities such as meetings, classes, and workshops.
• Occasional overnight travel as required; should not exceed 10-20% of the time.

Working Conditions, such as:

• General office environment. Work area is adequately lighted, heated, and ventilated.

Physical Demands, such as:

• Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.
• The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.

Must be a US Citizen, without dual citizenship.

Must be a US Citizen to be considered; applicants with dual citizenship will not be considered. MorphoTrust USA is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

Please apply online at: https://morphotrust-openhire.silkroad.com/epostings/index.cfm?fuseaction=app.dspjob&jobid=665&company_id=16758&jobboardid=194
Country: USA, State: Minnesota, City: Bloomington, Company: MorphoTrust USA.