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Technical Support Representative

Greenlight Professional Services (GPS)
Littleton, MA
January 12, 2021



• Deliver technical service and support to end-users via telephone, email, or remote Internet connection

• Diagnose, analyze and resolve technical issues involving proper configuration and operation of Burk Technology products • Respond to inquiries, concerns, and requests about products and services

• Research information required to resolve customer issues

• Gather customers’ information and accurately process and record call transactions in SalesForce

• Follow up and make scheduled callbacks to customers as necessary

• Identify and escalate high priority issues per Burk Technology procedures

• Identify and reproduce product issues and enter descriptive information in the bug-tracking database

• Provide product training to end-users and channel partners

• Remain current with product information, changes, and updates

• Provide pre-sales technical assistance in support of the sales department

• Pre-configure demonstration equipment

• Perform product testing and other functions as assigned

Skills and Qualifications:

The successful candidate will have experience in telephone technical support for control and telemetry, SCADA, embedded devices or a related technical product area. Experience in radio or TV broadcast engineering is a plus.

Required qualifications include:

• 5 years of experience in a technical support role

• Knowledge of communications and networking technologies

• Proficiency with the Windows operating system

• Familiarity with basic electrical and electronics principles

• Experience with embedded systems utilizing real-time operating systems

• Ability to perform logical troubleshooting of technical problems

• Proper telephone etiquette

• Ability to speak and write clearly and accurately

• Knowledge of customer service principles and practices

• Effective listening skills

• Ability to work independently and as part of a team