Technical Support Specialist
Company: Ageatia Global Solutions
Location: Westminster
Posted on: April 24, 2024
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Job 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
Keywords: Ageatia Global Solutions, Broomfield , Technical Support Specialist, IT / Software / Systems , Westminster, Colorado
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