JOB TITLE: Technical Product Specialist - Job# 19

Job Overview:

The Technical Product Specialist will work with a team to provide front end support to ASUS ASPs (Authorized Service Provider) including but not limited to repairing related questions, troubleshooting and diagnosing over the phone or via email communications, warranty related inquiries, parts supply and allocation related inquires, etc. Responsibility is also held for in-house new product training (NPI).

Essential Responsibilities:

Below is a summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific ones as requested.

The selected candidate will be responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables and software custom or off the shelf software - industry or proprietary; answers questions about installation, operation, configuration and usage of assigned products. Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures; documents problems in the support solution database for diagnostics and solution implementation.

Responds to and diagnoses problems through discussions with users. Provides support, identifies, researches, and resolves technical problems. Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature. Contributes to deliverables and performance metrics where applicable.

Required Skills:

• 2-3 years' experience troubleshooting hardware and/or software issues
• 3+ years of customer service experience
• 3+ years of experience with Windows desktop Operating System
• 1+ years of experience with Microsoft Office

Desired Skills:

• 2-3 years' experience in tier 1 help desk support
• Proficient with Windows XP, 7, and 8.1 operating systems
• Proficient with Microsoft Office 2007, 2010, and 2013
• Experienced with troubleshooting common network issues
• Experienced with Active Directory
• Strong written and verbal communication skills

Education:

• College Diploma or above

Experience:

• Requires at least 5 years of work experience

COMPANY: ASUS Computer International ASUS has long been at the forefront of the information technology industry and although the company started as a humble motherboard manufacturer with only a handful of employees, it is now a dominant player in the global market and employs over 11,000 people in 50 countries around the world.  ASUS makes products in almost every conceivable category of information technology, including PC components and peripherals, desktops, notebooks, tablets, servers and smartphones. ASUS is a major proponent in bringing quality innovation and design into its users’ lives.  In 2011, ASUS products won 3,886 international awards and accolades.  The company revenue was US$11.9 billion in 2011. Please email your resume and cover letter to: canadaHR@asus.com and include the job title in the subject line.