Technical Support Representative

Quarterhill

About The Position

Technical Support Representatives are our first line of defense and provide monitoring, support, and resolution of issues in the company both internal and external. This isn’t your normal help desk where you are fighting fires, but a proactive team that is obsessed with ensuring that systems across the nation are up and running perfectly. This team operates around the clock and works closely with teams across the company to resolve complicated challenges as it relates to software and hardware. This position will respond to and support customer issues as they arise. This position will be customer facing and will perform L1 phone/email/chat support. The role will also perform Liaison and escalation duties to the L2 staff of System Administrators, Roadside Administrators, and DBAs. The role will require an individual that possesses the unique blend of customer orientation, technical acumen, and process discipline. As a level II technician the candidate is responsible for escalations and communications as appropriate. Candidates must have strong work ethic and possess the ability to work with minimal supervision.

Requirements

Highschool Diploma or equivalent required
2 or more years working in a Support Services/Help Desk environment
Experience with several help desk tools and access control systems.
Able to participate in 24/7 on-call rotations
Ability to learn how to triage and understand highly technical software and hardware problems
Excellent verbal communication and written email skills. Willingness to go the extra mile to support the customer.
Very well organized and possesses the ability to prioritize and coordinate multiple tracks concurrently
Can provide technical assistance and support for all incoming queries and issues related to computer systems, software, (IVR) and hardware based on established runbooks and training

Nice To Haves

ServiceNow experience a plus.

Responsibilities

Responsible for active monitoring of production systems. Will verify and communicate status of daily/nightly monitoring tasks.
Actively monitors phone/email/chat for inbound requests, alerts, and questions.
Will conduct response, tracking, triage, escalation, and coordination for incidents, problems, changes, and requests reported by customers and Vendors in the Tolling Industry.
Will ensure that response activities meet all required Key Performance Indicators (KPI) as required per customer contractual requirements.
Will support the preparation of performance statistics and reports.
Will administer user accounts, per provisioning guidelines and standards, in Active Directory, 3rd party tools, as well as internal applications.
Troubleshoot and resolve routine user issues using both experience and runbooks.
Provide feedback regarding support knowledge base and documentation to creator.
Create/maintain secondary support documentation for tips/FAQs/work arounds.
Demonstrate regular and predictable attendance for assigned shift.