Representative 1, Technical Support

ViaPath Technologies•Dallas, TX

About The Position

ViaPath is seeking Technical Support Representatives – Tier 1 to join our team in our Tech Support department. The Technical Support Representative 1 is the first line of technical support and will be responsible for answering and resolving technical support issues that our customers are encountering with ViaPath products. We are seeking candidates who thrive in a fast-paced environment that deals with highly complex products. The ideal candidate will be team oriented, able to work on multiple tasks simultaneously, exude excellent research and communication skills, and be able to document thoroughly. The shift is Tuesday - Saturday 7:00am to 3:30pm.

Requirements

High School Diploma or GED
Minimum of 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting
Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to: Microsoft Office (Word, Excel, Outlook, etc.) required
Browsers: Internet Explorer, Google Chrome, Apple Safari required
Exceptional listener and communicator; Strong verbal and written communications skills
Ability to work in a fast-paced environment and multi-task on work assignments
Strong organizational skills
Able to work independently and in a team environment
Excellent research and documentation skills
Ability and interest to learn proprietary systems

Nice To Haves

Remote connectivity tools such as VPN, RDP, VNC is desired
Android OS / iOS Troubleshooting is desired
Linux knowledge/troubleshooting is desired
SQL experience desired
ServiceNow is highly desired

Responsibilities

Serve as an Ambassador for ViaPath
Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
Provide technical support of ViaPath products for customers, business partners, and internal employees
Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
Communicate with the customers and give them a comfort level that their issue is being properly addressed
Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on-site technicians, customers, partners and end-user customer personnel
Test/setup/troubleshoot of client software installations, test platforms, and equipment
Other duties as assigned such as inmate request handling, data entry, etc.
On-call work is required upon completion of training based on rotation