(GPS) Product Support Technician w/ Discovery Group (pdx)

 https://www.indeed.com/viewjob?jk=ef1f1928e457cd23

​Job Summary
The Product Support Technician (PST) is an entry level position providing hardware and software support for our specialized line of high-accuracy GPS devices and associated software running on iOS and Android mobile devices.
The PST interacts with internal team and our clients across different US time zones to address technical support issues, and respond to them timely and accurately.

​Responsibilities

• Provide customer support for designated equipment which may include, but not limited to, diagnostics, testing, repair, upgrading Global Positioning Systems (GPS) equipment.
• Answer internal and client questions in a professional manner, via email, messaging app or phone.
• Resolve customer tickets by analyzing the customer’s issue/concern, investigating and setup scenarios in our software.
• Communicate ticket status and resolution process to our customers using well-written emails or telephone/phone calls that help customers resolve their issue or understand what actions our team is taking to assist.
• Document resolution steps and customer issue details in the customer ticketing system.
• Communicate and diagnose root causes by communicating with internal and external teams and escalate where resolution cannot be determined.
• Uses computers and/or cell phones for troubleshooting, upgrading proprietary manufacturer’s software and firmware.
• Other duties may be assigned to meet business needs.

Skills

• Ability to professionally communicate regarding technical issues with clients, both verbally and in writing.
• Attention to detail, accuracy, thoroughness and flexibility.
• Ability to read and follow written instructions accurately.
• Ability to work independently and collaboratively with a cross functional team.
• Able to work with many different personalities and backgrounds.
• Ability to work with minimal supervision, appropriately prioritizing daily and weekly tasks.
• Ability to comfortably lift up to 25 pounds.
• Ability to work in a small office environment.

Education and Experience

• High School Diploma required
• Computer skills: Microsoft Office Products (Excel, Word, email). Comfortable working with computers.
• iOS and/or Android mobile device experience (eg. smartphone and/or tablet)
• Excellent verbal and written communication skills.
• A technical certificate or degree may be helpful, but not required.

If you're a tech geek, no matter what your education/experience level is, you should talk to us. We're in the niche field of supplying and supporting equipment and software for generating high-accuracy computer maps (eg. GIS - Geographic Information Systems) so we know we're going to need to train you regardless of your education or experience.

Although not likely involved initially, you will be exposed to drone technology that is used for creating high-accuracy maps.

Discovery Management Group provides a safe and drug-free work environment. This includes the Oregon's Indoor Clean Air Act (ICAA) that prohibits smoking in the workplace and within 10 feet of all entrances, exits and accessibility ramps that lead to and from an entrance or exit, windows that open and air-intake vents.

Job Type: Full-time

Pay: $22.00 - $27.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Experience level:

• Under 1 year

Schedule:

• 8 hour shift

Work Location: One location