Technical Support

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Technical Support

Location(s): Buffalo Grove, IL

• Part of Smart Infrastructure in Building technologies.
• HVAC controls.
• Heating and Airconditioning at large facilities.
• Technical support for the products we make (proprietary software and hardware).
• Question via web, phone) Incoming questions to manuals or can escalate to get tickets.
• Triage the calls the best they can and then escalate tickets if needed.
• Will be the 5th induvial on the team.
• Managing the calls.
• Troubleshooting the products, which will be learned on the job.
• Peer training to get knowledge.
• People person and talk with clients to get through issue successfully.
• HVAC experience is a plus, but even other products with supporting clients.
• Support needed due to up take in calls.
• Having a year or 2 in the technical support arena is a plus but should have experience supporting clients on products.

• Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
• Accountable for support requests related to product information and product problems that are documented.
• May escalate more difficult support requests to Field Support Engineers.
• Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
• Escalates more complex problems to Field Support Engineers.
• Complete company designated training courses for position to enhance work performance and career development.
• Participates in special projects to increase the incumbent's role and technical abilities.

• High School diploma or equivalent.
• Excellent communication, conflict resolution, and problem-solving skills.
• High understanding of customer satisfaction and service orientation.

• Bachelor's degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred.
• Proficiency with Microsoft Windows operating system and computer networking is a plus.