Description

Summary: This position provides exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7/365 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Essential Duties and Responsibilities Other duties may be assigned.

• Provide technical support regarding our products to our customers experiencing usage or performance-based issues
• Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
• Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff as needed.
• Log and track calls and maintain history records and related problem documentation.
• Attention to detail both in communications and monitoring requirements for production systems.
• Maintain an exceptional level of service and adhere to contractual customer performance requirement.
• Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.

Requirements and Qualifications:

• Typically requires a minimum of 2 to 3 years of helpdesk support, or equivalent.
• Associate's degree in computer science or related discipline and/or comparable work experience
• Strong understanding of help desk support principles including documentation and issue ownership
• Working knowledge of Windows Operating Systems and Microsoft Office applications
• Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
• Strong analytical skills and reasoning ability to identified solutions to technical issues
• Ability to effectively communicate technical information to both customers and management in written and verbal form.
• Ability to independently manage your time and handle multiple tasks.
• Flexibility to work extra hours as required.

Preferred:

• A Certified
• Jira
• Familiarity with the tolling industry