OpenTech Alliance
  • 17-Jul-2017 to 15-Sep-2017 (MST)
  • Tech Support
  • AZ, USA
  • Full Time

Awarded "Top Company to Work for in Arizona by Career Builder"

OpenTech Alliance, Inc. is the leading developer of innovative technology solutions for the Self Storage industry. The company's solutions include; a line of INSOMNIAC Kiosks, INSOMNIAC Live! Call Center services, INSOMNIAC Online for web and mobile sites, INSOMNIAC CIA (an Internet of Everything Platform which controls devices for accessing the property and individual units).  The company also manages the largest online auction website (www.storagetreasures.com). OpenTech solutions improve customer convenience, reduce operating costs and increase revenues for over 6,000 self-storage facilities across North America. Learn more about OpenTech at www.opentechalliance.com 

Employee Brand

OpenTech is always changing and growing with the addition of new products and services every year.  Individuals that thrive on change and are excited about learning new skills and breaking new ground will enjoy the environment.  The company is 10 years old, profitable and privately owned by the founders and one strategic outside investor that is a pioneer in the self-storage industry.

Employees are treated with respect and communicated with openly and honestly. Employees are regularly promoted from within to fill new roles as the company expands. 

Purpose

The Technical Specialist is primarily responsible for supporting new and existing customers that use our products by performing the following duties.

Essential Job Functions

  • Answers technical support calls and emails.
  • Proactively supports kiosk and customers on INSOMNIAC Self Storage Network (ISSN).
  • Employs the prudent use of company resources.
  • Receives and records incident related information using a variety of tools, techniques, and procedures.
  • Conducts analysis, gathers information troubleshoots and resolves or recommends resolutions to moderately complex customer problems.
  • Uses judgment within defined practices and procedures.
  • Uses knowledge and skills to address customers' needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a Senior Technician.
  • Works directly with other support teams, as needed to resolve customer issues and request enhancements for our products.
  • Maintains solid customer relationships.
  • Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
  • Provides exceptional customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments.
  • Manages customer expectations through to successful completion and user satisfaction.
  • Adheres to company protocols, consistencies, and procedures.
  • Serves as the first line of resolution for peers in assigned skill sets to more quickly help resolve procedural or technical issues that might have otherwise been escalated to a manager.
  • Responds to phone and email inquiries in timely manner to meet or exceed customer expectations.
  • Interfaces closely with sales, service, and management to ensure customer satisfaction is maximized.
  • Effectively communicates and exchanges information among team members.
  • Conducts technical diagnosis of operational problems on various OpenTech Products.
  • Develops documentation, problem solutions, and troubleshooting techniques for knowledge management system.
  • Provides input and escalates product issues to the Product Managementgroup for resolution
  • Develops and maintains a working knowledge of OpenTech Alliance, Inc. products within customer environment.
  • Escalates unresolved issues, with thorough documentation to the appropriate department as required, to assist with resolution.
  • Assists with and provides reporting metrics to multiple departments
  • This job has no supervisory responsibilities

Computer Skills  

  • To perform this job successfully, an individual should have knowledge of: Database Software (Access); Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word) and Electronic Mail Software (Outlook). Windows 7 environment and desktop support

 Other Functions

  • Performs other duties as assigned by supervisor
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to create and interpret graphs.

Physical Requirements

  • Regularly uses a keyboard to interact with computer system
  • Regularly required to communicate verbally
  • This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Educational/Training/Experiential Requirements

  • One year certificate from college or technical school: and/or 2+ years related experience and/or training

 

Benefits Include:

  • 100% Company Paid Premiums for Short Term and Long Term Disability
  • 100% Company Paid Premiums for Basic Life Insurance and AD&D ($25,000 policy amount)
  • Access to Company Provided Employee Assistance Program (EAP) Paid for by the Company
  • Three (3) Health Plans from which to select
  • Two ( 2) Dental Plans from which to select
  • Vision Plan
  • Flexible Spending and Dependent Care
  • Hyatt Legal Plan
  • Voluntary Products which can be purchased by employee such as additional life insurance, dependent life insurance, hospital, accident and sickness plans
  • 401K Plan with Employer Match of 100% up to 4%
  • 15 days of Paid Time Off 
  • 8 days of Holiday pay
  • Much more!
  • *waiting/enrollment periods may apply
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