Back to Careers Page

Technical Support Representative

Description of Job Opening


The Technical Support Representative provides product assistance and problem resolution for users of Burk Technology facility monitoring and control systems via telephone, email and remote login. Join our growing team at the Burk Technology main office, conveniently located adjacent to Route 495 in Littleton, Massachusetts.


Responsibilities

  • Deliver technical service and support to end-users via telephone, email, or remote Internet connection
  • Diagnose, analyze and resolve technical issues involving proper configuration and operation of Burk Technology products
  • Respond to inquiries, concerns, and requests about products and services
  • Research information required to resolve customer issues
  • Gather customers’ information and accurately process and record call transactions in SalesForce
  • Follow up and make scheduled call backs to customers as necessary
  • Identify and escalate high priority issues per Burk Technology procedures
  • Identify and reproduce product issues and enter descriptive information in the bug-tracking database
  • Provide product training to end users and channel partners
  • Remain current with product information, changes and updates
  • Provide pre-sales technical assistance in support of the sales department
  • Pre-configure demonstration equipment
  • Perform product testing and other functions as assigned
Skills and Qualifications:
The successful candidate will have experience in telephone technical support for control and telemetry, SCADA, embedded devices or a related technical product area. Experience in radio or TV broadcast engineering is a plus. 

Required qualifications include:
  • 5 years of experience in a technical support role
  • Knowledge of communications and networking technologies
  • Proficiency with the Windows operating system
  • Familiarity with basic electrical and electronics principles
  • Experience with embedded systems utilizing real-time operating systems
  • Ability to perform logical troubleshooting of technical problems
  • Proper telephone etiquette
  • Ability to speak and write clearly and accurately
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Ability to work independently and as part of a team
Burk Technology designs and manufactures remote monitoring and facility control systems for mission critical applications, with thousands of active installations across the US and around the world. Founded in 1985, Burk brings over 30 years of innovation and continuous improvement to facility control, setting the standards for reliability, flexibility and ease of operation.

Burk Technology offers competitive salaries and a comprehensive benefits package. For additional information on this opportunity, please send your resume and compensation requirements to: hr@burk.com