Software Support Engineer

The Technical Support Technician’s primary role is to support customers with installation and problem resolution of Locution’s software and hardware products.  You will be required to provide responsive, courteous, and efficient customer service via multiple access methods (mainly phone and email). This position requires providing support during normal business hours for two consecutive weeks and 24x7 hour support every third week.

Essential Functions:

This position will require occasional work in a lab environment in order to verify and duplicate errors that the customer is seeing.

Required Knowledge, Skills & Abilities:

• Ability to handle inquiries from customers on a variety of software and hardware issues.
• Ability to manage multiple tasks during a single day (good time management).
• Ability to prioritize workload.
• Be able to assist customers with installation of software and troubleshooting of related problems; and escalate more complicated issues to appropriate staff.
• Communicate regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
• Communicate with other groups within Locution and provide status updates as required.
• Requires familiarity with Microsoft Windows Operating Systems.
• Requires familiarity with Technical Diagrams and schematics.