Support Technician - Tier 1

HP Tuners•Buffalo Grove, IL

3d•Onsite

About The Position

HP Tuners LLC is seeking a Support Technician - Tier 1 to join our team onsite in Buffalo Grove, IL. The Support Technician - Tier 1 promptly and professionally assists customers by diagnosing and resolving the most basic software issues within the HP Tuners production line using the tools and resources available.

Requirements

High school diploma, GED, or combination of at least 0-2 years of work experience and skill development in a technical position, preferably in the after-market car industry or automotive-related industry.
Assume responsibility for the most basic issues and problems while continuously improving skill base and referring complex issues to higher-level staff.
Perform work effectively under direct supervision.
Novice proficiency in PC skills, including navigation and software usage.
Previous experience using setup and Pro Features.

Nice To Haves

Experience in the after-market car industry or automotive-related industry.

Responsibilities

Respond promptly and professionally to customer inquiries, including incoming calls in the call center and customer emails, while ensuring a high standard of service and satisfaction.
Use computerized systems to efficiently process RMA requests, interface upgrades and replacements.
Answer the most basic technical questions from customers about products & parts (e.g., application keys, interface driver issues, etc.), providing remote software assistance as needed.
Identify, diagnose, test, and resolve the most basic customer inquiries related to: License issues, including opening and interpreting a License.dat to locate specific licenses; Debug.dat issues; Internet issues, including those affecting internet required vehicles; Windows issues (.NET Framework, DPI Settings, etc.).
Open tune files and navigate different parameter types.
Perform read/write operations for a controller on the bench to replicate issues.
Add channels and data log a controller on the bench using simple VCM Scanner Setup.
Utilize MPVI and MPVI2 to read, write, and to data log modules (in vehicles).
Navigate, edit, add, and use knowledgebase articles efficiently.
Develop and maintain internal support documentation for process workflow and troubleshooting.
Additional responsibility as business needs dictate.