Technical Support Representative

I3 Verticals Management Services • Nashville, TN

420d • Onsite

About The Position

The Technical Support Representative at i3 Verticals Management Services, Inc. is responsible for providing software support to users through phone and email. This role involves effective communication with customers and third parties to resolve issues, tracking and documenting all activities related to support requests, and following escalation procedures when necessary. The representative will also work on gaining extensive knowledge of the supported products and may occasionally train end-users on filing processes.

Requirements

• Ability to work afternoon/evening shift: 12pm-9pm
• High school diploma/some college coursework
• 2+ years of real helpdesk experience
• Experience in the legal field is a plus
• Good oral and written communication abilities
• Interpret support requests and quickly identify the resolution
• Strong Windows background and experience
• Excellent analytical and problem-solving skills
• Strong ability to operate in a close team environment
• Strong typing skills: 60+ wpm
• Experience working remotely in a technical role.

Responsibilities

• Answer the Helpdesk phone line and email inbox to assist users with software support requests.
• Effectively communicate with customers and third parties daily to resolve issues in a timely manner.
• Track all activity related to each issue and document progress daily.
• Follow proper escalation procedure to engage secondary support when necessary.
• Work toward continually gaining extensive knowledge of supported products.
• Occasionally train end-users on filing process.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED