Indigo Hardware Support Consultant

RESPONSIBILITIES:
Kforce has a client that is seeking an Indigo Hardware Support Consultant in Alpharetta, GA.

Responsibilities:
* Provide best in class Engineering remote support diagnoses for external and internal customers
* Responsible for implementing part or all the technical solution to the client, in accordance with an agreed technical design and following the Remote Technical Support processes
* Remote resolve technical issues from end user's contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general
* Integration between different department in the company in order to provide End to End professional complete solution to the customers - customer service oriented
* Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely; Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer)
* Provide ongoing ideas on improvement in the field of remote Engineering
* Integrate technical knowledge and business understanding to create solutions for customer
* Provide Standby After-Hours support based on a rotation schedule, with expectation of covering at least one shift each month, supporting 24x7 and 18x6 customer entitlement

REQUIREMENTS:
* Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue
* Excellent verbal and written communication skills to interact with customers and internally
* Experience in a customer facing role (onsite support, remote support or similar) will be valued
* Advanced Software and hardware knowledge of computing, storage and peripheral devices
* Has sufficient depth and breadth of technical knowledge to be individually responsible to carry out any remote technical support
* Ability to understand and analyze an issue or problem to develop and implement a corrective action plan
* Able to communicate with internal management confidently and demonstrate the professionalism of the job family
* Demonstrates the use of consulting skills including: questioning, listening, development ideas
* Ability to perform while under high-pressure situations
* Understanding customer needs and setting the right priorities for each case
* Owns and produces customer documentation; Ability to translate technical details into concise and easy to follow steps

Preferred Skills:
* High School diploma/GED, College degree in a technical field
* Minimum three (3) years of customer service

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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