Driverse Support Representative

DRB Systems LLC; Akron (OH); Remote; USD 39,000 - 42,000; Full time

Job summary

A growing software company, Driverse, is seeking a Technical Support Technician to assist customers with hardware and software issues. This remote position requires a high school diploma and strong communication skills. The role involves troubleshooting, customer support, and overseeing software configurations to ensure customer satisfaction.

Benefits

Medical, dental, and vision insurance

Generous 401(k) plan with matching contributions

Paid time off up to 184 hours

11 paid holidays per year

Qualifications

• Experience with computer hardware and software.
• Proficient in Microsoft operating systems.
• Strong communication and customer service skills.

Responsibilities

• Be the first line of support for all customers.
• Provide troubleshooting assistance over phone and email.
• Document issues clearly and manage them to resolution.

Skills

Communication

Customer Service

Analytical Thinking

Troubleshooting

Education

High school diploma or GED

Job description

Driverse (A DRB Company) is a growing and vibrant software company in need of a Technical Support Technician. Driverse is the developer of high-tech POS (point-of-sale) software. Specializing in POS solutions for the quick lube, and automotive repair industries. Driverse now supports customers in nearly all 50 states, Canada, and South America. We are looking for motivated and enthusiastic individuals to help our organization succeed. The Technical Support Technician assists customers over the phone and email. They provide troubleshooting assistance of hardware and software issues, assist with software configuration, and provide help and training on Driverse products.

What will our Technical Support Technician do?

• Be the first line of support for all Driverse customers
• Respond to customer support requests both by phone and email
• Provide support and troubleshooting, including but not limited to :

operating system functionality

• software installation and configuration
• mobile device set up and management
• peripheral device set up and management
• Clearly document issues in Desk system with appropriate detail
• Manage issues to resolution and completion with customer
• Keep open communication on all issues until resolved or assigned elsewhere
• Escalate customer issues as required through the proper channels
• Initiate RMA process if appropriate
• Support upgrades by contacting customers to schedule and performing
• Be accountable for call metrics, specifically answer rate and wait time
• Maintain professional customer service to clients

The right candidate will have :

• Experience working with computer hardware and software. Customer service experience preferred.
• Proficient in Microsoft operating systems. Advanced knowledge of computer hardware including network setups.
• Strong communication and customer service experience.
• Aptitude for learning new software programs.
• Skilled in troubleshooting using analytical thinking.
• Detailed oriented.
• Ability to show critical thinking, problem solving and decisiveness in order to achieve a desired result.
• High school diploma or GED required.
• This is a full-time remote position.
• Additionally, as product experts Tier 1 Support Technicians may be asked to help with further initiatives beyond duties outlined. Tier 1 Support Technicians are expected to work per the rotated call schedule which covers 8am-8pm EST, 7 days a week, 365 days a year.

Shifts are typically assigned based on time in role / experience gained in role and are 8am-4 : 30pm EST, 9-5 : 30pm EST, and 11 : 30am-8pm EST. Saturday (Rotation) Shift time is 7am-4pm EST, and Sunday (Rotation) shift is 8am-5pm EST.)

The base compensation range for this position is $39,000 to 42,000 per annum. Your actual base salary will be determined based upon a number of factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 184 hours, and 11 paid holidays per year

The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

About Driverse (A DRB Company)

Driverse is the developer of high-tech POS (point-of-sale) software. Specializing in POS solutions for the quick lube, and automotive repair industries. Driverse now supports customers in nearly all 50 states, Canada, and South America. Business owners both large and small have already seen that Driverse offers the most powerful and affordable high-tech POS software, and that's why Driverse continues to be the elite POS solution for customers worldwide.

Learn more about Driverse by visiting us at www.Driverse.com