Technical Support Representative 2
About The Position
The Technical Support Representative 2 provides overnight technical support to customers, independently troubleshooting technical issues, monitoring system alarms, and coordinating responses during overnight hours. The position is fully onsite in Round Rock, Texas, with a shift from 10:00 PM to 7:00 AM and required weekend availability. It is a contract-to-hire position. The representative supports customers by phone, email, and chat; remotely configures and tests client equipment; guides customers through troubleshooting and corrective actions; and monitors alarms for potential equipment or system issues. The role also involves escalating complex problems, arranging onsite service calls, and maintaining detailed records of customer interactions and troubleshooting across service tickets and internal systems.
Requirements
- Previous technical support, help desk, NOC, or remote troubleshooting experience.
- Experience monitoring and responding to alarms.
- Strong remote troubleshooting and problem-solving abilities.
- Comfort with determining when an issue requires escalation or onsite service.
- Strong communication and documentation skills.
- Ability to work independently with minimal supervision.
- Availability for the overnight shift from 10:00 PM to 7:00 AM and weekends.
Nice To Haves
- HVAC, building automation, controls, or energy management system experience is strongly preferred.
Responsibilities
- Troubleshoot connectivity issues, equipment defects, installations, and system alarms by phone, email, and chat.
- Remotely configure and test client equipment.
- Guide customers through step-by-step troubleshooting and corrective actions.
- Monitor and respond to system alarms, identifying potential equipment or system issues.
- Escalate complex technical problems to higher-level support teams.
- Coordinate onsite service calls, including scheduling, access details, and technician dispatch.
- Document customer interactions, troubleshooting steps, resolutions, and escalations in service tickets and internal systems.
- Maintain accurate records across multiple databases and applications.
Benefits
- Medical, dental, and vision coverage, subject to eligibility.
- Critical Illness, Accident, and Hospital benefits, subject to eligibility.
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions, subject to eligibility.
- Voluntary Life and AD&D insurance for the employee and dependents, subject to eligibility.
- Short- and long-term disability, subject to eligibility.
- Health Spending Account (HSA), subject to eligibility.
- Transportation benefits, subject to eligibility.
- Employee Assistance Program, subject to eligibility.
- Time off/leave, including PTO, vacation, or sick leave, subject to eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
