Tier2 Technical Support Representative

We are currently looking for a Tier 2 Technical Support Representative to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve more complex technical issues, usually by remote diagnosis in a timely manner. The Tier 2 Technical Support Representative role will also include telephone support of our custom Windows application, Windows operating systems, and limited network support for customers., * Answer all customer enquiries concerning operation and configuration of the Daytona, California, Monaco, Silverstone and Nikon Retina Station.

• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation to support teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
• Research technical and software issues to identify trends for early detection and repair.

Do you have experience in Windows?, * Extensive knowledge and practical experience of operating systems including Windows 7/10/11 essential.

• PC hardware and configuration skills essential.
• Intermediate networking knowledge required.
• Previous experience working in a customer care environment.
• Excellent problem solving, telephone and communication skills.
• Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve inquiries independently.
• Good customer and vendor relationship skills.
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
• Ability to work flexibly with the team to ensure timely delivery of service.
• Ability to produce high quality work under pressure and within tight timescales.
• An ability to work within tight deadlines and manage time effectively.
• Strong team player with flexible attitude to work priorities.
• Excellent computer skills (MS Office applications and Internet browsers).

4.24.2 out of 5 stars Marlborough, MA 01752 $60,000 - $65,000 a year, At Optos, we offer a highly competitive compensation and benefits package. The annualized salary range for this position is $60k-$65k based on experience.