Customer Technical Support Technician - ATEN Technology, Inc.

Our Vision

Better Connections has always been at the heart of the ATEN brand. It means providing innovative solutions to make better connections, efficiently and seamlessly, to the information and people you value. As a result, ATEN connects you to the world, anytime and anywhere, by providing technologies that enable you to share and care. ATEN makes professional and personal life easier, simpler, and better connected.

About ATEN

ATEN, established in 1979, specializes in connectivity and management solutions for accessing and sharing technologies. ATEN consolidates all of its products and services under one brand to provide an efficient and consistent service standard. The ATEN brand consists of innovative solutions applied to connectivity, professional audio/video, and green energy for consumers, small/home offices (SOHO), small to medium-sized businesses (SMB), and enterprise customers.

ATEN´s SOHO and SMB solutions offer cable KVM, desktop KVM, and LCD KVM products. Enterprise solutions offer a series of over-IP solutions, allowing customers to manage IT infrastructure effectively from anywhere in the world. The Professional Audio / Video line offers integrated video solutions for home and professional use for various services, including corporate, education, hospitality, commercial, and home theater applications. The recently developed Green Energy line offers energy-saving solutions for the data center with intelligent PDUs that provide real-time energy management and performance indicators locally and remotely.

ATEN specializes in connectivity and management solutions. We distribute our products through a global sales network to meet a broad range of customer needs. ATEN delivers, and we care about our customers. We are committed to the best customer support in the industry.

 Responsibilities and Duties:

• Answers incoming customer calls, mail, online requests, etc., regarding product problems, technical inquiries, and general client concerns.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every client.
• Work with the development team to rectify persistent issues.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers.
• Work on special short-term projects to offer customized support for new products or products at end-of-life, including product testing.
• Maintain customer database and process all pertinent paperwork and records.
• Other duties as assigned.

• General knowledge of ATEN/IOGEAR products and services.
• Strong technical knowledge of computers/servers.
• Excellent oral and written communication skills.
• Strong technical support skills.
• Strong knowledge of computer networking.
• Fluent in English – speaking and writing.
• Strong Troubleshooting skills.

• Strong verbal communication and interpersonal skills.
• Fluent speaking, reading, and writing in the English language required.
• Professional image, work ethics, and integrity.
• A strong customer service approach is required.

• Excellent decision-making abilities.
• Good time management and follow-up skills.
• Efficient and extremely prompt response time.
• Strong attention to detail.
• Excellent organizational skills and the ability to manage multiple priorities.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Must be able to perform work safely without posing harm to self or others.
• Sitting in chair at designated workstation while performing assigned duties.
• Common office activities.
• Standard office environment requiring regular interaction with office-based personnel, external clients, and other external business personnel. The noise level in the work environment is usually moderate.

Benefits:

• 401(k) Retirement Plan
• 401(k) Matching Contribution
• Dental Insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• 12 Paid Holidays

Compensation: $18/hr - $22/hr - DOE

Work Location: In person - 100% onsite

Job Type: Full-time

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