Technical Support Specialist

COSM

Cosm is a global technology company with a 75-year history pioneering the immersive reality space. We build end-to-end immersive experiences and develop technology that enables people to experience entertainment like never before. Cosm works across three primary markets—Sports and Entertainment, Science and Education, and Parks and Attractions—while pushing the boundaries of design, technology, and service. Our technology is used by the world’s biggest entertainment brands to create mind-blowing immersive experiences for millions of guests. 

Service & Support Team

Our Service & Support team enjoys a first-class reputation throughout the world as one of the best customer service providers in our industry. We are a team of highly motivated professionals that take pride in our work, personal satisfaction in exceeding our customers’ expectations, and enjoy celebrating success with our team and our customers.  We are lucky to work with cutting-edge technology and the world’s leading digital planetarium software.  We ensure the stars shine around the world in the facilities we support, from small school planetariums to giant, immersive venues.

ROLE

The Technical Support Specialist provides technical support to Customers, E&S Engineering, Manufacturing, and Field Service Engineers. This position requires a customer-focused, positive, can-do attitude, and someone willing to learn customized, cutting-edge software and hardware.  Our specialists enjoy the challenge of troubleshooting hardware and software issues to quickly diagnose and resolve issues.

Location: Salt, Lake City Utah. 

Responsibilities: 

• Provides 24/7 worldwide technical support to E&S customers requested via help ticket system, email, and telephone.
• Analyzes hardware and software issues reported by customers and document solutions to these issues.
• Executes remote processes for diagnostics and troubleshooting. Maintain and follow up on Help Ticket System.
• Supports customer training.
• Supports processing RMA’s (Return Merchandise Authorizations) by coordinating with E&S, customer and manufacturer personnel to arrange the return and replacement of defective materials.
• Provides ongoing support for software development in testing and debugging. Participates in installation and modification of hardware and software and projection systems for demonstrations and events.
• Promotes and maintains a high quality, professional, service-oriented company image among users and peers.

Qualifications:

• A two-year associate degree and two years’ experience or equivalent education and experience is required.
• The ability to multi-task and prioritize tasks to meet critical deadlines is required.
• Must work well within a group and be detail oriented.
• Requires strong communication skills, critical thinking/troubleshooting and ability to document verbal conversations.
• Extensive experience with PC hardware, testing, and troubleshooting PC configurations is required.
• Computer networking experience is desired.
• Experience with current and previous versions of Windows operating systems, including XP, 7, 10; Server 2008 R2 and Server 2012; Windows tools is required.
• Prior experience working in a call-center support desk is preferred.
• Requires the ability to respond to worldwide customer support calls 24/7.
• Occasional travel is required.

Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.