Sr. Technical Support Representative

Job Summary

Under the direction of the Technical Training Manager, you will provide technical support with troubleshooting, diagnosing, and resolving issues that arise with Burroughs serviced equipment. Provide support to Field Service Technicians seeking assistance with servicing customer equipment, as well as assistance with part number identification and ordering. Provide software support and patch management for specific customers fleet of Automated Teller Machines (ATM).

Essential Functions / Key Responsibilities

• Answer inbound calls from Field Service Technicians requesting assistance on repair issues.
• Assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes.
• Assist Technicians with identifying part numbers, part availability and part ordering.
• Respond to support emails from Field Service Technicians and various other departments within the Burroughs organization.
• Document call information in appropriate databases.
• Relay essential information to co-workers and other departments as warranted.
• Provide a higher level of support for difficult issues that are unable to be addressed by Technical Service Rep 1 / Service Rep 2.
• Take ownership of service calls that have been open for an extended period of time or have required the use of a large number of parts.
• Review call histories and make repair suggestions for sites with chronic faults.
• Review service calls in the PartOrder status for viability of parts needed, alternate part numbers, part availability and part ordering.
• Monitor the workflow into the Level 2 support group.
• Lead and mentor the Level 2 support group.
• Review metrics to determine process improvements.
• Communicate new processes and procedures to the support group.
• Identify training needs for new equipment and new team members.
• Ability to learn new technologies and adapt quickly to changing demands.
• Utilize technical writing skills to build related training and support material.

Physical Requirements and Working Conditions

Knowledge, Skills and Abilities

Behavioral Requirements

Technical Requirements

Education and Experience

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.

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