Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200.
Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues.
Log interactions into the CRM system.
Evaluate and escalate calls to field teams for critical issues and hardware issues.
Remotely install/troubleshoot software and upgrades, data base repair, and remove of software viruses.
Research technical and software issues to identify trends for early detection and repair.
Perform data migration on customer computers.
Ability to work 40 hours per week (available shifts: 9am EST 6pm EST OR 10am EST 7pm EST OR 11am EST 8pm EST), including one Saturday shift (8am EST 5pm EST) every four weeks.
Minimum Education & Experience:
High School diploma or equivalent
1+ year of Technical Support experience required
Previous experience working in a customer care environment
Extensive knowledge and practical experience of Windows operating systems including Windows 98/NT/2000/XP/Vista/7, MS Office applications, and internet browsers