WillowWood
  • 30-Jun-2021 to 29-Aug-2021 (EST)
  • Information Technology
  • Mt Sterling, OH, USA
  • Hourly
  • Full Time

OMEGA (Customer Applications) Technical Support Technician is responsible for providing customer support for all customer software products offered by WillowWood that are developed in-house along with the associated hardware for OMEGA and Tracer.

Responsibilities and Duties:

  • Answer customer questions on software/hardware over the phone or via email.
  • Help customers troubleshoot issues they encounter while using the software/hardware and provide actionable tips to resolve the problem.
  • Assume remote control over customers' computers when necessary to resolve problems.
  • Validate and document customer issues (bugs) within software and communicate with IT production support.
  • Fulfill customer orders for OMEGA software, Tracer Software, Structure Sensors, Scanners, Tracing Units and laptops.
  • Make hardware recommendations for customers whose machines cannot support the software.
  • Assist customers in ordering correct parts by providing part numbers and connecting them to customer service.
  • Process RMA's when products are returned (Evaluate, diagnose, close, etc.).
  • Communicate with Customer Service when an RMA needs to be issued for customer property.
  • Support internal users.
  • Manage inventory of hardware.
  • Test software updates prior to public release.
  • Record, track, and document the customer request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, and configuring systems and applications.

Qualifications and Skills


  • High school diploma/GED required.
  • Knowledge of basic computer hardware.
  • Experience with Microsoft Windows 7 and 10.
  • Excellent customer service and problem-solving skills are essential
  • Exceptional written and oral communication skills.
  • Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Trouble Shooting hardware and software issues.
  • Attention to detail

ABOUT WILLOWWOOD GLOBAL LLC

Willow Wood was founded in 1907 by William E. Arbogast, a bilateral amputee, on his family farm. What started as one man carving and curing willow wood for prosthetic use has evolved into an international company. WillowWood Global LLC provides prosthetic and orthotic products to clinicians and amputees around the world. We are dedicated to our mission of designing and manufacturing prosthetic products that are comfortable and functional. Every product we design aims to enable individuals with limb loss to remain active and ready to live life to the fullest.

Our vision is to "level the playing field" between physically unchallenged people and all people who find themselves challenged due to limb loss or limb dysfunction. And, we know that our employees' efforts are vital to achieving our goals. This is why we offer competitive benefits and personal development opportunities. Plus, we have a strong sense of family amongst our staff. We have also been recognized as one of the top 10 medium-sized companies to work for in Central Ohio by Columbus Business First newspaper.

WillowWood
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