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Technical & Support Lead

Company: Envision Peripherals Inc.
Location: Milpitas
Posted on: June 3, 2021

Job Description:

Job Description Envision Peripherals, Inc. is an affiliate of AOC, a leader of HD display technology for Monitors, TVs and Multi-functional Displays backed by over 60 years of design and manufacturing experience. AOC has earned a reputation for selling user-friendly, technologically advanced displays with every aspect of AOCs business focusing on the development of products that fit seamlessly into consumers digital lifestyle. www.aoc.com We are currently seeking a Technical & Support Lead to join our team. The Technical & Support Lead will be responsible to provide higher level Tier 2 product support. Duties include researching and assisting Tier 2 support specialist solve more complex support issues and providing product technical training to Tier 2 support staff and 3rd party Tier 1 support agents. The Technical & Support Specialist will also be responsible for collecting common support issues and after service repair data to measure and track product quality as well as managing 3rd Party Service Providers. Essential Functions: Research and Assist Tier 2 Product Support Specialist in solving more complex technical and support issues Maintain expert knowledge of company products in order to solve complicated issues in a timely manner and meet the level of service we promise to our customers Determine the quickest and most effective ways to solve support issues Maintain and update a pool of more advanced product samples to simulate customer issues and speed up troubleshooting Develop and improve support related processes and workflows for continuous improvement Provide product and technical training to internal Tier 2 support staff and 3rd party Call center Tier 1 support staff Maintain a Knowledgebase of common support issues and solutions Create relevant support materials Collect repair data to analyze and create reports to measure and track product quality Manage 3rd Party Service Provider Cross trained with the departments other functions in order to establish an effective backup system among department staff Knowledge, Skill and Experience: Bachelors Degree in Engineering or Electronics Technology is required Experience supporting Display or Computer Monitor Products a plus Strong analytical skills to investigate and solve complex support issues 5+ Years Experience in a Lead Role Good knowledge of CRM/RMA system (Renewity a plus) and ERP system (GP a plus) Strong technical background Good knowledge of Microsoft Office Suites Good interpersonal skills Self-starter and Motivated Company Description EPI/AOC is a leader of HD display technology for Monitors, TVs and Multi-Functional Displays backed by over 60 years of design and manufacturing experience. AOC has earned a reputation for selling user-friendly, technologically advanced displays with every aspect of AOCs business focusing on the development of products that fit seamlessly into consumers digital lifestyle.

https://us.aoc.com/ http://usa.philips.com/

Keywords: Envision Peripherals Inc., Milpitas , Technical & Support Lead, Other , Milpitas, California

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