Contact Center Customer Service: Technical

Support Technician

Summary:
Responds to customer and Biometrics personnel solution/product inquiries via telephone.  Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals. Provides case status updates to Customer and Biometric personnel.

Essential Duties and Responsibilities:

• Phone Support receiving Customer and Biometric personnel support calls
• Managing Customer and Biometric personnel support calls including:

             * Logging and support through trouble shooting or advising
             * Logging and escalating or routing call as required

• Provide case status updates to Customer and Biometric personnel
• erform the installation, repair and preventative maintenance of computer and related systems
• Assist in determining software to meet user requirements
• Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals
• Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Biometrics support systems
• Provide Data Center support including

             * Daily monitoring / checks
             * Logging of noted issues
             * Troubleshoot or assist in troubleshooting of data center related issues

• The selected candidate will have strong communication skills and look forward to interacting with customer and Biometrics division personnel including:

             * Support Center Team members
             * Biometrics division engineering staff
             * Sales and marketing
             * Management and Administrative
 

This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee’s supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This list is neither complete nor permanent and may be amended at any time in the Company’s sole discretion.

ABOUT NEC CORPORATION OF AMERICA

Headquartered in Irving, Texas, NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC Corporation of America is a wholly owned subsidiary of NEC Corporation, a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology's continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.

NEC Corporation of America and its subsidiaries is committed to the maximum utilization of all human resources and the goal of Equal Employment Opportunity/Affirmative Action. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, disability, genetic characteristics, height, weight, arrest record pertaining to misdemeanors or status as a Vietnam era or special disabled veteran, or any other class protected by applicable federal, state, or local laws.

EOE-Minorities/Females/Protected Veterans/Individuals with Disabilities.