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Location: 

Duluth, GA, US

Date:  Nov 25, 2021
Job ID:  3619

Technology Services Specialist (Nights & Weekends)

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). With a team of over 3,300 employees, located all around the globe, we realized sales of 770.01 million euro in 2020. 

Function

The Technology Services Specialist (Remote) will provide first and second tier technical support and troubleshooting in addition to managing technical and administrative issues to closure.  This afterhours / weekend position requires rotating hours with availability to work 10-hour and 12-hour shifts along with on-call duties as needed.
 

 Key Responsibilities 

  • Respond to customer inquiries via phone, email and client portal
  • Research required information using available resources
  • Handle and resolve customer questions, issues and complaints according to required service levels
  • Process RMAs, orders and do internal follow-up as necessary to ensure we deliver on our promises and any service level agreements.
  • Identify and escalate priority issues
  • Route calls to appropriate resources and staff
  • Follow-up with clients where necessary
  • Complete call logs and reports
  • Support creating activity reports on call center cases 
  • Final escalation point with responsibility for resolution
     

We are looking for a new colleague who has

  • Associates degree in IT or Electronics and/or equivalent training
  • 2-3 years of experience as technical services support
  • Demonstrated ability to function in a non-scripted technical support environment
  • Ability to work after hours and weekends in the eastern time zone
  • Familiarity and/or demonstrated comfort level using call center and ERP tools
  • Electronics experience a plus
  • Experience in troubleshooting proprietary systems with limited documentation
  • Exceptional customer relation skills with reliable judgment and problem-solving skills
  • Excellent project management skills and ability to get things done
  • Ability to multi-task with exceptional attention to detail
  • Ability and motivation to take initiative as a customer advocate
  • Ability to clearly communicate actions necessary and influence a broad spectrum of stakeholders on behalf of the customer
  • Excellent interpersonal skills and able to work with many different teams and cultures
  • Self-starter with pride of ownership
  • Ability to maintain high standards with little to no supervision
  • Capability to handle medium to high levels of stress and retain resilience
  • An ability to produce quality deliverables
  • Access to a quiet, professional working location with strong internet connectivity
  • Electronics experience (a plus)
  • Ability to write knowledge base articles (a plus)
  • Multilingual (a plus)

Barco is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without discrimination on the basis of race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, age, mental or physical disability, medical condition or AIDS/HIV status, ancestry, national origin, genetic information, military, veteran status, marital status, citizenship or any other status protected by applicable federal, state, or local laws.

 

If you need reasonable accommodation for any part of the application process at Barco, please contact our HR department at hramericas@barco.com Please specify the reasonable accommodation you are requesting, along with the job posting number in which you may be interested. A Human Resources representative will review your request and contact you to discuss reasonable accommodation.

 

Barco requires new hires be vaccinated against Covid-19 by date of hire to be considered.  Proof of vaccination is required, unless a reasonable accommodation is needed as defined by applicable law. 

 

Equal Opportunity Employer: Veteran / Disability


Nearest Major Market: Atlanta