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Technical Support Representative (Tier 1)

Company: Envysion, Inc.
Location: Louisville
Posted on: June 19, 2019

Job Description:

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 FunctionsProvide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier 2 teamAssist inexperienced or nontechnical end users in resolving issuesDiagnoses browser and networking issuesRecords and/or maintains accurate information within ticketing systemInterfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is providedWork in a team environmentCoordinating, working with and following up on work performed by field techs Winning Behaviors, Competencies, and SkillsShould be able to prioritize and meet tight deadlinesMust be organized, detail oriented and able to work without constant instructionPossess technical aptitude for performing technical tasks to resolve customer issuesAbility to work in a high intensity, fast paced environmentAbility to work a flexible or rotating schedule, including some weekends and eveningsAbility to work both independently and as part of a teamMust have excellent customer service skills and manage time well, working with multiple clients at the same timeMust be able to communicate empathetically, logically and clearlyMust be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled or angryAlways Exercise the highest level of confidentiality and ethical standards Proficient in configuring, and troubleshooting production servicesConfiguration and troubleshooting of network issues including firewallsUnderstanding of basic Linux commands Education & Experience:High School diploma or equivalentInbound/Outbound technical support center experience preferredCustomer facing experience preferred Envysion is proud to be an Equal Opportunity Employer, committed to workplace diversity.

Keywords: Envysion, Inc., Colorado Springs , Technical Support Representative (Tier 1), IT / Software / Systems , Louisville, Colorado

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