Technical Support Representative

Quarterhill Inc.; Frisco (TX); Remote; USD 50,000 - 60,000; Full time

Job summary

A leading company is seeking a Technical Support Representative to provide support for tolling technology and other intelligent transportation systems. This remote position involves resolving customer issues, managing service requests, and ensuring adherence to service level agreements. The role requires customer service skills and technical troubleshooting abilities. Successful candidates will have prior experience in IT and demonstrate a proactive approach to problem resolution.

Benefits

Paid days off

Health and Dental plans

Retirement plans

Employee and Family Assistance Program

Employee referral program

Qualifications

• Entry-level position requiring a high-school diploma.
• 1-2 years experience in customer service related to IT.
• Proficiency with Microsoft products and help desk systems.

Responsibilities

• Provide customer support and troubleshoot technical issues.
• Manage service level agreements through incident management systems.
• Document issues and resolutions in the work management system.

Skills

Customer Service

Analytical Thinking

Troubleshooting Hardware/Software

Inductive and Deductive mindset

Knowledgebase article writing

Education

High-school diploma or equivalent

Tools

Microsoft Products

Service desk or help desk ticketing systems

Job description

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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.

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 everything you'll end 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
  
  

Benefits

We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes:

• Paid days off (i.e. vacation, sick days, bereavement leave)
• Health and Dental plans
• Retirement plans
• Employee and Family Assistance Program (EFAP)
• Employee referral program
  
  

We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws.

We're committed to creating a workplace where everyone feels valued and respected.

We appreciate all responses and will acknowledge only those being considered for an interview.

We respectfully request no calls or unsolicited resumes from Agencies.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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