Representative 1, Technical Support

ViaPath Technologies; Dallas (TX); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with employer matching

Flexible Time Off (FTO)

Job summary

ViaPath Technologies is seeking a Technical Support Representative I to be the first line of contact for customer issues, handling software and hardware troubleshooting and documentation. The role emphasizes clear communication, rapid issue resolution, and teamwork within a fast-paced environment.

The position is based in Dallas, Texas, with a Tuesday–Saturday shift of 7:00am to 3:30pm. Candidates should be proficient in Microsoft Office and browser usage, and willing to escalate complex

Qualifications

• High School Diploma or GED required; 6 months to 1 year in high-volume technical support or helpdesk.
• Proficient with Microsoft Office (Word, Excel, Outlook) and common browsers.
• Experience with remote connectivity tools (VPN, RDP, VNC) desired; basic OS troubleshooting.
• Strong verbal and written communication; ability to document calls and issues clearly.
• Ability to multitask in a fast-paced environment and work both independently and in a team.

Responsibilities

• Answer customer phone calls and assist with software and hardware issues over the phone.
• Provide technical support for ViaPath products for customers, partners, and internal staff.
• Document and record calls and events in ticketing systems; manage escalations as needed.
• Assist in installation, upgrade projects, and test client software setups and equipment.
• Participate in on-call rotations after training and adapt to business needs.

Skills

Customer service experience

Microsoft Office

Browsers proficiency

VPN/RDP/VNC

Android/iOS troubleshooting

Linux troubleshooting

SQL experience

ServiceNow

Strong communication

Education

High School Diploma or GED

Tools

ServiceNow

Remote access tools (VPN/RDP/VNC)

Job description

Representative 1, Technical Support

Job Locations: US-TX-Dallas

Overview

ViaPath is seeking Technical Support Representatives - Tier 1 to join our team in our Tech Support department. The Technical Support Representative 1 is the first line of technical support and will be responsible for answering and resolving technical support issues that our customers are encountering with ViaPath products. We are seeking candidates who thrive in a fast-faced environment that deals with highly complex products. The ideal candidate will be team oriented, able to work on multiple tasks simultaneously, exude excellent research and communication skills, and be able to document thoroughly.

The shift is Tuesday - Saturday 7:00am to 3:30pm.

Responsibilities

• Serve as an Ambassador for ViaPath
• Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
• Provide technical support of ViaPath products for customers, business partners, and internal employees
• Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
• Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
• Communicate with the customers and give them a comfort level that their issue is being properly addressed
• Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on-site technicians, customers, partners and end-user customer personnel
• Test/setup/troubleshoot of client software installations, test platforms, and equipment
• Other duties as assigned such as inmate request handling, data entry, etc.
• On-call work is required upon completion of training based on rotation

Qualifications

• High School Diploma or GED
• Minimum of 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting
• Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
• Microsoft Office (Word, Excel, Outlook, etc.) required
• Browsers: Internet Explorer, Google Chrome, Apple Safari required
• Remote connectivity tools such as VPN, RDP, VNC is desired
• Android OS / iOS Troubleshooting is desired
• Linux knowledge/troubleshooting is desired
• SQL experience desired
• ServiceNow is highly desired
• Exceptional listener and communicator; Strong verbal and written communications skills
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Able to work independently and in a team environment
• Excellent research and documentation skills
• Ability and interest to learn proprietary systems
• Schedules may vary based on business need

Additional Information

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath's commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

• Medical, Dental & Vision Insurance - Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) - Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) - Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) - Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance - Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) - Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources - Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.