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Product Support Specialist

Company: IDEMIA
Location: Anaheim
Posted on: May 16, 2020

Job Description:

Job Description

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.


Job Description Summary:

We are seeking a dynamic Product Support Specialist to join our team in Anaheim, CA. In this role, you will be responsible for providing technical support to customers, distributors and sales team utilizing working knowledge of fingerprint software and hardware products, features, and benefits.



Essential Job Functions (includes but is not limited to):

* Provide Technical Support of company s Access Control biometric devices including analysis, diagnosis and resolution of system failures and problems reported by customers and detailed escalations to Engineering within the Business Unit.

* Complete tasks/projects associated with system/integration and external interfaces.

* Member of the team that serves as the primary point of contact for all incoming tickets pertaining to Technical Support.

* Provide training relating to IDEMIA products.

* Perform tests and analysis that improve company products.

* In addition to the Essential Functions, also performs similar work-related duties as assigned.


Required Skills

REQUIRED SKILLS

* Basic knowledge of customer service techniques, to include handling service desk calls, computers, problem tracking procedures and quality assurance processes

* Excellent analytical skills, problem-solving skills and must be able to learn technical information

* Basic networking knowledge

* Proficient in Windows OS; must be comfortable with hardware and software solutions

* Strong organizational and time-management skills in order to prioritize workload and handle multiple projects concurrently with high quality and accountability

* Excellent writing and oral communication skills

* Strong interpersonal skills; must be able to interact effectively both with customers and company personnel and be team-oriented

* Must have a professional attitude when dealing with customers

* Flexible and able to work in a fast-paced environment

* Must be self-motivated and willing to work at alternate hours when required to meet varying customer volume requirement

DESIRABLE SKILLS AND QUALIFICATIONS

* Bachelor s Degree in Computer Science or equivalent experience in a related discipline

* Experience with Access Control Devices

* Experience with Proximity Access Cards and Smart Cards

* Experience with Ethernet and 485 wiring

* Database administration experience (SQL, Oracle, )

* Knowledge in networking, routers, POE switches and firewalls.

* Good knowledge of Support Center processes, procedures and goals

* Fluent in Spanish or Portuguese, spoken and written.

Required Experience

REQUIRED EXPERIENCE

* High School Diploma

* Minimum of three years prior experience in technical support





Travel Requirement, Working Conditions and Physical Demands:

* Occasional overnight travel as required; should not exceed 25% of the time

* General office environment. The work area is adequately lighted, heated, and ventilated.

* Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.





Must be eligible to work in the U.S.
IDEMIA is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

.

Keywords: IDEMIA, Anaheim , Product Support Specialist, Other , Anaheim, California

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