Technical Customer Support Engineer

Duration: 18 months
Location: Bentonville, AR
Work schedule: Be available to work all shifts (1, 2 or 3) and days (Sun-Sat). 
They need to be flexible (be able to work all shifts) expecting that they will most likely end up working weekends.
Will start off the first couple of weeks on 1st shift (8:00am - 4:40pm) M-F

 Overview: 
Contractor would have to work with others in a fast paced environment to accurately convert retain stores from one wireless infrastructure to another while working with various cabler companies. This will involve following detailed instructions, configuring troubleshooting both wireless and wired devices, including wireless APs and network switches, noting work performed in multiple logs, retaining the status of multiple stores within a process at the same time all the while being professional. Will also have to resolve problems with customers via telephone, email, tickets or chat sessions using technical product knowledge and strong interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates complex issues. Understands multiple applications and platforms. 

Responsibilities: 
Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills; diffuses angry customers. Fully documents customer interactions in real-time; may author content for review. Solves problems in a timely manner using full understanding of the product functions and features and customer environment. Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments. Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes. Manages multiple tickets related a spectrum of technical problems. Collaborates with fellow technicians, engineers and supervisor including the customer's to solve complex problem 

Have a bachelor’s degree or 2 or more years’ experience in a help desk environment. Needs to be technical, understand network basics, be able to troubleshoot networks, have experience with roll-out projects, use a ticketing system (preferable ServiceNow and/or SalesForce), be able to make and take phone calls, be detailed orientated, motivated, be able to work under stress and in a fast paced environment

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