Product Support Specialist
Prism Pointe Technologies 12 reviews - Fairburn, GA

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Location: Fairburn, GA

Prism Pointe Technologies a leading provider of global IT managed services is seeking Field Service Technicians to service copiers, Multi - Function printers, wide format printers, desktops and notebooks at customer sites across the nation.

Job Description:
To provide support to the pricing team staff ensuring provision of the highest level of customer service when dealing pricing with desktop and peripheral equipment support and peripheral equipment, software or other problems being experienced by PPT customer. Reviews customer requests to generate a pricing quote for services. Hardware expertise is a must.

Experience Required:
At least 5 years of knowledge/experience troubleshooting and diagnosing issues of substantial complexity. Minimum of 5 years experience in customer facing role in the OEM or third party service provider IT industry; Previous Tech Support experience desirable. Knowledge of requirement necessary to provide service on specific OEM platforms. Knowledge or ability to research compatibility of parts, as well as assessing probability of failure. Experience in telephone and/or hands-on application, desktop, network and/or database support. Work with C-level management in collaboration with account leads to offer value-added solutions to the client. Possess excellent verbal and written communication skills, strong customer service skills as well as a keen attention to detail and acute listening skills. Ability to impart a positive attitude in dealing with every customer’s problems. Ability to evaluate the effectiveness of current marketing practices and to consider individual needs/requests regarding practice development.

B.S. in Information Technology or related field . 4-6 years of progressively responsible for financial analysis and pricing experience in an IT services contacting environment. Three – five years of customer service experience. One year of call center experience. Certifications such as A+, MCSE, CNE, MSP, or similar product support certifications in HP, Dell, Lenovo, or IBM equipment is desirable. CompTIA A+ certification desirable. Experience in development of IT Service cost proposals. Strong computer skills including Microsoft Office applications such as Excel, Word & PowerPoint. Strong analytical and problem solving skills. Ability to analyze financial data and prepare financial reports and projections. Must be able to effectively present financial information and analysis to management. Excellent math skills and strong attention to detail are required to be successful in this position. Excellent communication and negotiation skills. Strong analytical, quantitative, and qualitative analysis skills required. Excellent PC skills required. Expert knowledge of Excel required. Equivalent combinations of education and experience will be considered.

Responsibilities include:
Provide technical sales support which may include: collaboration with sales teams to define, design, and detail the technical aspects and feasibility of proposed solutions; develop and deliver technical education; design solutions; and answer technical questions. Resolves escalations and any other problems that jeopardize maintaining adherence to service level agreements in a timely manner. Manage all incoming and ongoing escalations that come into the Help Desk and Pricing team including customer and internal product escalations. Familiarity with support processes and work-flows. Be a master in knowledge of OEM client-side and Wintel Server products and solutions technology support offerings in software, desktop, laptop, scanners and printers, with a strong emphasis on HP, IBM, Dell, Lenovo, Lexmark and Xerox product lines. Uses expertise in specialty, consultative solution selling and business development skills to align the client's business needs with solution. Knowledge with various computer peripherals and applications. Strong problem solving and resolution experience. Knowledge in installation and configuration of PCs, hardware, software, etc. Utilizing technical experience, analytical skills, creative thinking and ability to draw on basic business savvy to offer creative, thoughtful solutions to improve project profit margins. Significant hands on experience in product management, requirements definition in a technology-oriented product hardware company. Provide support for sales meetings during contract negotiations. Work with appropriate pricing team personnel to explain technical problems and limitations with equipment installs to ensure issues are resolved effectively. Interface directly with customers in the field, on the phone, via e-mail and chat. Be self-driven, highly skilled, focused, and well-organized. Must be able to work independently and efficiently to meet deadlines. Provide financial analysis support to management, to include: Analysis of corporate budget vs. actual expenses. Independently develop new Excel models, charts and graphs, and procedures as necessary. Analyze market dynamics, pricing trends, market opportunities, operating and sales margins in order to develop reports, procedures and tools for pricing and quoting. Take initiative in identifying and resolving issues around pricing and margin. Ensure satisfaction throughout the delivery of the “PPT Customer Care Experience” by interacting with the customer as a professional dedicated to their needs. Perform other related duties as assigned. Provide project support and analysis to program managers, to include: Downloading and organizing baseline price information, analyze and report on inconsistencies, and identify opportunities to optimize profitability through price strategies. Establish a system of documentation, communication and review of internal and external comparative price data, including wins and losses due to price. Assist program managers in development and analysis of project budgets. Monitor contract value, funding needs, and change orders in coordination with contract specialist and adjust budgets accordingly. In coordination with project managers, prepare projections of revenue and expenses for projects based on numerous variables and data assumptions.

Maintain current knowledge of latest equipment being supported by PPT. Ensures that supervisor is aware of any problems encountered immediately. Requires an understanding of indirect cost pools, forward pricing projections, bid multiplier rate analysis, etc.

CompTIA A+ certification desirable

Working Conditions:
Work is performed in an office. Position responsibilities consist almost exclusively of work using a telephone and a computer.

About this company
12 reviews