Assoc Service Support Analyst

Overview

Provide technical support for the most complex Snap-on products to internal and external customers including troubleshooting and documentation.

Responsibilities

• Act as first level support and provide troubleshooting for Snap-on Tool Control systems.
• Create and manage support cases for both internal and external customers.
• Work with internal and external sources to resolve problems.
• Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls.
• Act as a resource for others as needed.
• Keep abreast of changing industry standards and emerging technology.
• Participate in special projects as needed.
• Follow all company policies and procedures.
• Perform all other duties as assigned by management.

Qualifications

• Associate degree in IT or related field, or equivalent work experience
• 1-2 years technical support experience, experience in call center environments is a plus
• Basic mechanical ability and basic equipment repair skills
• Strong problem solving- skills with the ability to work independently
• Customer focused
• Ability to learn a broad range of products across multiple product lines
• Computer skills: Proficiency with Windows operating systems, as well as Office 365, experience in using Service Ticket systems
• Ability to add PCs to a network and troubleshoot basic PC problems
• Excellent communication skills - both verbal and written, including technical writing skills
• Demonstrated organizational skills
• Demonstrated ability to work cross-functionally

Snap-on offers a drug free work environment and welcomes all qualified candidates to apply. Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.