Technical Support - R&D 2

at APN Software Services Inc. in

Buffalo Grove, Illinois, United States Job Description Job Description:

Company Buildings offers a variety of products and services for buildings, including: Building automation and control systems Company offers integrated systems that connect HVAC, lighting, shades, safety, security, and fire systems. HVAC products Company offers HVAC solutions for improved comfort, energy savings, and IAQ. Fire safety Company offers a range of fire safety products, systems, and solutions, including detection, alarming, evacuation, and extinguishing. Smart building technologies Company offers a portfolio of smart building technologies, applications, and services to help customers achieve their goals. Building X Company offers Building X as a software-as-a-service (SaaS) model, which provides access to the latest functionality and upgrades.

RESPONSIBILITIES

Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests. Accountable for support requests related to product information and product problems that are documented. May escalate more difficult support requests to Field Support Engineers. Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions. Escalates more complex problems to Field Support Engineers. Complete company designated training courses for position to enhance work performance and career development Participates in special projects to increase the incumbent's role and technical abilities.

REQUIREMENTS

Required Knowledge/Skills, Education, and Experience High School diploma or equivalent Excellent communication, conflict resolution, and problem-solving skills High understanding of customer satisfaction and service orientation Preferred Knowledge/Skills, Education, and Experience Bachelor's degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred Proficiency with Microsoft Windows operating system and computer networking is a plus. As a VEVRAA Federal Contractor, APN Software is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. APN complies with applicable state and local laws governing nondiscrimination in employment. To view full details and how to apply, please login or create a Job Seeker account