Technical Support Specialist

Job Description

Job Description

Fujitsu Frontech North America Inc./Fulcrum Biometrics, Inc.

Job Posting

Technical Support Specialist

Full Time - Regular

San Antonio, TX, US

Pay Rate: The starting base pay for this role is USD $20 - 21.00 per hour. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future

Non-Exempt/Exempt: Non-exempt

Job Status: Full-time

Location: San Antonio Office - must be able to be on site to work with equipment

Reports To (Position): Operations Manager

Summary

Fujitsu Frontech/Fulcrum Biometrics is seeking a results-oriented individual with the desire for a career in technical support to join our growing team. The successful candidates will possess a professional and take-charge style with the motivation to meet and exceed customer expectations.

Technical Support Specialist is responsible for developing and maintaining overall excellence in product/service deployment and support. Supports customers by providing functions relating to deliverability, serviceability and supportability of offered products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the position include, but are not limited to:

• Identifies, investigates and resolves users’ problems with computer software and hardware within a timely manner. (Phone, Email, Chat, etc.)
• Participates in the after hours, on-call rotation for 24-hour emergency coverage
• Troubleshoots and replicates problems reported on device hardware and or software platforms from direct customers, SDK/hardware integrators and others
• Reviews the trouble ticket queue to identify issues that need to be addressed. Works through the ticket queue without intervening management direction Resolves tickets within established SLAs. Raises issues that require management attention or involvement
• Establishes and maintains high levels of customer satisfaction according to defined objectives while adhering to established policies
• Creates and maintains FAQs, guides and other support tools
• Creates and maintains support procedures and policies
• Must have the ability to easily learn custom software and hardware systems
• Provides feedback to managers when significant products/services failures occur and works with the affected department heads to help solve the issue(s)
• Research and provide recommendations on environmental and process changes to solve technical issues or concerns using root cause analysis
• Engage in current or new product/service discussions
• Regular work site attendance

Other Duties and Responsibilities:

• Review and modify pre-existing Fulcrum owned Support documentation for serviceability requirements, provide technical feedback for implementation of operational changes for or relating to Support center operations
• Assist the team in achieving established goals and departmental objectives
• Maintain day-to-day management and administration of projects and provide upper management weekly project briefings
• Perform quality work within deadlines with or without direct supervision
• Adhere to company policies, and quality guidelines
• Support continual improvement efforts
• Additional responsibilities as assigned. This job description is not intended to be all-inclusive. Other, reasonable and related duties may be assigned to meet the ongoing needs of the organization

QUALIFICATIONS

• Must be able to pass a (Fingerprint) background check (with the FBI)
• Familiarity with printers and supporting print jobs, printer alignments, etc.
• Strong organizational, analytical and problem-solving skills, along with excellent verbal and written communication skills
• Effective listening skills
• Understanding of Windows and basic networking skills
• Experience with Windows a must and Linux operating systems a plus
• Experience with Android or iOS operating systems
• Experience in providing customer services
• Ability to comprehend overall design of complex equipment such as criminal booking systems, applicant LiveScan systems, complex access control systems and sophisticated logical access solutions such as login and single sign-on systems
• Ability to directly interface with hardware and software design/development personnel to identify product technical issues and or design flaws

• Self-motivated individual that proactively looks for ways to assist and improve the overall organization
• Ability to quickly grasp and internalize complex systems and products
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers, and suppliers
• Ability to multi-task and work under pressure
• Ability to analyze detail and perform structured decision-making on a daily basis
• Must be able to identify and recommend best course of action from several alternatives

• High degree of initiative and ownership, attention to detail, and the discipline to follow through on assigned tasks
• Strong focus on quality both in product and outcome

EDUCATION and/or EXPERIENCE

Associate or bachelor’s degree (B.S.) in a technical field preferred and 2+ years of technical support/help desk related experience; or an equivalent combination of education and experience preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

A+ certified (or equivalent) technician a plus, but not required.

COMPUTER SKILLS

Demonstrate ability to use a computer and applicable computer software. Proficiency in MS Office - Outlook E-mail, MS Office Word, Excel, PowerPoint. Familiarity with ticketing systems for tracking and clearing service and support issues a plus. Knowledge of management information systems including computer networks, data processing and storage systems as well as telecommunications systems a plus.

LANGUAGE SKILLS

Demonstrate ability to read, comprehend, and respond appropriately through written or verbal form when required; ability to demonstrate tactfulness when communicating, to include internal communication with staff members of all levels; ability to effectively communicate with a variety of audiences; ability to analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

TRAVEL

Occasional travel (less than 5%) for remote system installation, support and training.

Employment with Fujitsu is considered to be at-will, which means that both the employee and Fujitsu Frontech North America Inc. (“FFNA”) are free to end the employment relationship at any time for any reason, with or without cause. This provision can only be changed or revoked in a formal written contract signed by the CEO of FFNA, and cannot be changed by any express or implied agreement based on statements or actions by any employee or supervisor. Even though the job duties, title, compensation, and benefits, as well as the Company’s personnel policies and procedures, may change from time to time, the at-will nature of employment will not change.

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local laws.