Semiconductor Support Technician

Semiconductor Support Technician

Who We Are

• Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Position Overview

• Our client is seeking qualified Semiconductor Support Technicians to fill roles within growing Level I Support Center. The technical demands of the support role are significant as successful candidates will possess hands-on experience with a broad variety of semiconductor products, their various applications and possess familiarity with the semiconductor design engineering sales process. The successful candidates will be hands-on leaders with outstanding sales engineering skills, a passion for customer success, and extensive experience within the microcontroller and embedded applications business sectors. The company is one of the world’s largest semiconductor companies and is a leader in developing and delivering a broad range of semiconductor products. The company has strengths in Multimedia, Power, Connectivity and Sensing technologies that are well balanced among the industry’s major sectors including: Telecom, Automotive, Consumer, Computer, Industrial and Distribution.
• As a Level I Support Technician, you will receive technical support requests via an established on-line support utility, inbound telephone, and email from customers regarding technical and non-technical issues for semiconductor devices. You will need to handle issues at various levels of technical support. A combination of strong technical/product knowledge, customer support and relationship management skills will make you the ideal candidate for this opportunity. This position is fully remote in select states.

Key Responsibilities

• Provide technical support for customers on Semiconductor Products via phone and email
• Utilize support systems / tools and technical / functional knowledge to remotely resolve a customer problem
• Work directly with the customer to understand the inquiry and/or escalate to next level to help facilitate to resolution
• Review of open customer issues daily, updating our customers on the status of their escalated cases
• Help customers gain understanding of products and navigation through support website and on-line customer forums
• Cross-collaboration through multiple teams to work towards a common goal
• Develop and maintain excellent working relationships with all appropriate levels within and outside the company including client management, co-workers, and customer representatives. This may include verbal interaction with: Engineers, Distributors, Business owners in multiple industries, and VARs.

Requirements

• AAS degree in Electronics
• Demonstrate detailed understanding of schematics/ datasheets for semiconductor device functionality i.e., multimedia, power, connectivity, and sensing technologies.
• A high level of analytical skills; ability to analyze and interpret technical inquiries
• Demonstrate competency in both oral and written communication modes for internal and external personnel at all levels, especially in customer product support and feedback. Ability to communicate in writing, through email, reports, or orally, product service matters to highly varied audiences from the least technical customer to the most experienced carrier service manager.
• The ability to read, interpret, simplify, and create understanding of technical product information from technical descriptions and documents to create clarity, ease of understanding and customer satisfaction of product services and performance.
• Ability to multi-task and prioritize job requirements
• Strong personal organization skills and time management

Helpful Skills

• Equivalent work experience or related training
• Minimum of 2+ years’ experience in technical customer service, preferably in the Semiconductor industry, with Semiconductor Devices
• Customer support call center environment is a plus
• Must be detailed and process oriented

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, free legal services, employee discount programs, and more….

Equal Opportunity Employer/M/F/H/V