Technical Support Representative

UNAVAILABLE; Frisco (TX); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Technical Support Representative to provide remote support for tolling technology and intelligent transportation systems. The role involves resolving customer issues through various communication channels while ensuring service level agreements are met. Ideal candidates will have a high school diploma and experience in customer service within the IT sector, alongside strong technical skills in troubleshooting and service desk systems.

Qualifications

• 1-2 years experience in customer service in an IT industry-related field.
• Knowledge of troubleshooting hardware and/or software.
• Knowledgebase article writing.

Responsibilities

• Handle incoming calls from endpoints.
• Oversee service level agreements (SLAs) during shifts.
• Document tickets in the work management system.

Skills

Customer Service

Analytical Thinking

Inductive and Deductive mindset

Education

High-school diploma or equivalent

Tools

Service desk or help desk ticketing systems

Microsoft Products

Job description

Overview

The Technical Support Representative role entails providing support for tolling technology, as well as other intelligent transportation systems products and equipment. This position involves handling requests from diverse channels and ensuring the fulfillment of service level agreements through ServiceNow until issues are resolved. Responsibilities include resolving issues using quick resolution flowcharts, triaging problems, and escalating them as needed. Additionally, the role requires responding to customer calls and providing support around the clock, every day of the year. This is a REMOTE role.

Work Shift is Friday-Monday 11am-10pm

Responsibilities

Customer Service

• Handle incoming calls from endpoints.

• Oversee service level agreements (SLAs) via the work management system to guarantee all customers' support needs are addressed during their shifts.

• Communicate with stakeholders about incident updates and resolutions.

Incident Resolution

• Attempt quick hit resolutions using provided materials.

• Triage and escalate issues quickly based on priority.

• Confirming resolutions with endpoints and automated systems.

Metrics

• Documenting tickets in the work management system.

• SLA metric reporting will be required.

This list of responsibilities might not cover everythingyou'llend up doing.

Qualifications

Education & Experience

• High-school diploma or equivalent.
• 1-2 years experience in customer service in a IT industry-related field.

Technical Skills:

• Microsoft Products

• Service desk or help desk ticketing systems

• Knowledge of troubleshooting hardware and/or software

• Knowledgebase article writing

• Systems monitoring

Other Competencies:

• Customer Service

• Inductive and Deductive mindset

• Analytical Thinking