IIoT Technical Support

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AMI Global Published: May 17, 2017
Job Type
Required Education or Certification
Bachelors Degree or Work Experience
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Health Insurance, Dental Insurance, Vision Insurance, Vacation Time
Name of individual creating job posting
Ken McCracken
6280 S. Valley View, Suite 212
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AMI is an IIoT solution and service provider that is headquarter in Las Vegas Nevada. AMI Global Develop and service cloud based monitoring & control end-to-end solutions including embedded electronics hardware/firmware as well as various cloud connectivity data-processing and web based user interface. We are an engineering/service company who takes pride in our products and looking for technical people with good people skills to help us in serving our customers.

• Office location: Las Vegas, Nevada or Austin, Texas
• Working hours: 9AM – 5PM
• Must be able to sit for long periods of time in front of a computer
• Position requires use of headset/microphone

Duties and Tasks/Essential Functions
• Deliver service and support to end-users using the phone, web-browsers, emails and remote connection over the Internet such as GoToMeeting, JoinMe and applications;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving internet access, cellular connectivity, and system functionality answers;
• Research required information using our IIoT portal and other available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate resource;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates

Required Experience

• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Required Skills

Skill and Knowledge Qualifications:
• Practical technical background is a plus
• Technical education is a plus
• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Knowledge of Microsoft Office applications, web-browsers and AMI special equipment (after training);
• Knowledge of customer service principles and practices;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;

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