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    Technical Support Specialist I - Louisville, United States - eTeam Inc

    eTeam Inc
    eTeam Inc Louisville, United States

    1 week ago

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    Description

    Descriptive Summary

    Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customer's issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.

    Core Functions


    • Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier 2 team


    • Assist inexperienced or nontechnical end users in resolving issues


    • Diagnoses browser and networking issues


    • Records and/or maintains accurate information within ticketing system


    • Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided


    • Work in a team environment


    • Coordinating, working with and following up on work performed by field techs

    Winning Behaviors, Competencies, and Skills


    • Should be able to prioritize and meet tight deadlines


    • Must be organized, detail oriented and able to work without constant instruction


    • Possess technical aptitude for performing technical tasks to resolve customer issues


    • Ability to work in a high intensity, fast paced environment


    • Ability to work a flexible or rotating schedule, including some weekends and evenings


    • Ability to work both independently and as part of a team


    • Must have excellent customer service skills and manage time well, working with multiple clients at the same time


    • Must be able to communicate empathetically, logically and clearly


    • Must be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled or angry


    • Always Exercise the highest level of confidentiality and ethical standards


    • Proficient in configuring, and troubleshooting production services


    • Configuration and troubleshooting of network issues including firewalls


    • Understanding of basic Linux commands

    Education & Experience:


    • High School diploma or equivalent


    • Inbound/Outbound technical support center experience preferred


    • Customer facing experience preferred

    Intake Notes:

    Pay rate: ***

    Bill rates should range- *** - *** depending on you agency mark up.

    Do you have any time off planned during the Hiring process? If so, do you have anyone designated to do interviews on your behalf.

    Temp to hire or Temp only: Temp to hire

    If Temp to hire, what is the FTE salary range: *** to ***

    Assignment duration: will look to convert over 3 months

    Hybrid role Onsite for training for 3 weeks and then they will work from home due to COVID and then will be expected to go into the offer during the summers

    Actual work location: 100 Superior Plaza Way, Suite 260, Superior, CO 80027

    Provide Work Schedule and include if the resource will work any OT: 40 hours a week - 1 person Monday thru Friday, 8:00 AM to 4:30 PM - Put the candidate preferred shift in resume or comment section

    How long will your train the resource before they are expected to work independently: 3 weeks

    Interviews Information (How many interviews, type of interviews): 1 mins Google meet with 2 members the team - they will get 30 mins a piece

    Reason for new request: backfill contractors

    What Top skills/software and previous are most important to you? self starter and okay with working , will be helping customers resolve/trouble hardware issues

    Client, jura, linux is a plus, ticketing systems and troubleshooting is a huge plus . experience supporting devices

    Primary providing tech support for hardware so experience supporting devices is very important

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