Tier II Technical Customer Support

Tier II Support Specialist

Our Tier II Support Specialist provides technical support to Panasonic customers in a fast-paced desktop, server and infrastructure environment. Excellent customer service, strong analytical and problem-solving skills are needed to be successful in this position.

Responsibilities:

• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.
• Ensure all tickets/escalations are followed up with in a timely and efficient manner.
• Escalate and work closely with software engineers when an issue arises beyond Tier II capabilities.
• Work to document processes by creating SOP's and maintaining them for training and ISO purposes.
• Maintain system capabilities by testing existing equipment and programs when new features are rolled out. Try out new systems and software when applicable.
• Train new users on proper use of software. Other duties as assigned.

Job Requirements:

• Previous call center experience preferred.
• Fundamental understanding of electronics required.
• Ability to read and understand technical documents and manuals.
• Ability to perform multiple tasks simultaneously.
• Ability to work in a diverse, team-based environment.
• Ability to work independently with limited guidance.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion.
• Intermediate skills with Microsoft Office Suite including Excel and PowerPoint.

Benefits & Perks What's In It For You:

Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, and social health. Here's what you can expect:

• Health Benefits Medical, dental, and vision.
• Voluntary Benefits Life, accident, critical illness, disability, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP) 401(k) plan with company matching contributions.
• Paid Time-Off Benefits PTO, holidays, and volunteering (company sponsored events).
• Health Management and Wellbeing Programs EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program.

Eligibility for each benefit may vary based on employment status, location, and length of service.

We Take Opportunity Seriously: At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.

The wage range of $18.00 - $21.00 is just one component of Panasonic's total package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.