Location:  US, CT – Our Naugatuck Service Center
 
Pay Rate:  $19.00 to $27.00
Pay rate based on applicant’s skills, experience, training/education, certifications and position
   
NorcomCT is headquartered in Naugatuck, CT and operates a satellite service center in Stratford, CT.  The company was founded in the late 1950s and has grown to employ forty-five team members at two locations with twelve-million dollars in sales annually.  We specialize in the design, sale, implementation, and support of wireless communications and data systems for public safety, government and enterprise clients throughout Connecticut.  We are proud to provide quality Motorola products and services and have been recognized as an outstanding Motorola sales and service partner on several occasions.
 
We are seeking talented, enthusiastic individuals to help achieve our goal of providing the highest level of service to our clients.  Our clients depend on our systems to protect the public and save lives.  We depend on our support team to provide “best in class” support to keep our customer’s mission critical systems up and available everyday.  Our continued success is a result of an outstanding team of people devoted to supporting our mutual goals.  Our company demands excellence from our team members to meet these goals and offers the following benefits to full time employees: 
 

• Competitive salaries commensurate based on experience, training/education and certifications
• Medical and dental insurance
• Life and disability insurance
• 401k Employer match
• Paid personal time off  (sick and vacation)
• Bonus and profit sharing after one year of employment

 
Our company provides a wide range of products and services and our customer support team is made up of a variety of positions and specialties.  We are currently seeking applicants for Technical Support Specialist. 
 
Must be able to  

• Interact and communicate with customers and co-workers in a clear and effective, professional manner
• Assess customer needs and requests and determine the level of response required
• Escalate issues quickly and effectively when required
• Manage multiple priorities in a fast paced, sometimes stressful environment
• Take direction from others and follow established procedures and methods
• Effectively document information in a call tracking and Customer Relationship Management (CRM) system
• Understand technical concepts
• Be a self-starter and work effectively with minimal supervision
• Remain organized and productive with minimal supervision
• Be able to organize and present information in a cohesive, understandable manner

 
Requirements 

• Must be extremely detail oriented
• Must have technical aptitude and embrace and enjoy working with technology
• Basic desktop support skills and knowledge
• Three-years customer service/internal support experience is preferred
• Experience with the use of land mobile two way radio (LMR) or public safety experience is preferred, but not required
• Strong problem solving ability
• Ability to compose and properly format professional, grammatically correct emails, correspondences and letters
• Ability to read and understand basic technical documents
• Have a positive, friendly and team oriented "can do" demeanor with internal and external customers
• Ability to pass company’s and customer’s background checks
• Ability to pass pre-employment physical and drug tests
• Ability to occasionally travel in and out of state for training
• Have Connecticut driver’s license and good driving record
• Proficiency in the use of computers and standard office equipment
• Proficiency and experience in the use of Microsoft Outlook (Email), Word, Excel and web browser and other standard Windows programs
• Ability to occasionally lift and carry 25 pounds of equipment
• Be on time for work and have consistent attendance

 
Duties Include 

• Assembly, programming and configuration of radios and other equipment
• Operational checks of new and customer owned equipment
• Preventative maintenance and support of equipment and systems in house and at customer locations
• Reception and inventory control of incoming orders including asset tagging
• Create and manage cases in CRM/case management system
• Update CRM/case management system based on information from the employee’s tasks, service technicians and others
• Determine what level of response is required for service requests and schedule employees or take appropriate action
• Coordinate service, install and project tasks with customers
• Answer and handle technical support phone calls from customers and team members
• Demonstrate operational aspects and features of equipment and systems and provide end user operational training 
• Engraving of equipment
• Escalate issues in a timely manner when required
• Enter orders and pick items required to fulfill orders
• Work with customers to determine what items are needed, provide quotes and enter customer orders
• Ensure that items/orders are complete after equipment configuration is complete
• Manage project inventory and release of equipment
• Effectively manage CRM follow up tasks
• Other duties as may be assigned from time to time

In addition to these requirements, we are desire individuals who are team-oriented and who work and communicate effectively with others at all levels throughout the organization.  Excellent customer service skills with the desire to provide world-class support are a must. 

Application and Evaluation Process

• Complete online application and questionnaire
• Submit resume with cover letter via online application
• If selected 
  • Complete initial screening assessment online (35-40 minutes)
  • Complete skills assessment online (45-50 minutes)
  • Complete pre-interview assessment online (40-45 minutes)
• Phone interview
• In person interview
  • On site technical skills and MS Office assessment
• Background check, Motor Vehicle Records (MVR) check and drug test

We expect that the evaluation process may take up to 60 days.

To be considered for this position, please submit resume with cover letter and complete the online application and questionnaire by clicking the "Apply" link below.  

You will receive a confirmation email within 2 hours of submission.  If you do not receive a confirmation email please contact us at employment@norcomct.com.
 
There is no closing date for this position at this time.
  
Northeastern Communications, Inc. dba NorcomCT is an Equal Opportunity Employer