Technical Support Representative

UNAVAILABLE; San Francisco (CA); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative company seeks a Technical Support Representative to provide exceptional customer service and support for tolling technology and intelligent transportation systems. This remote role involves resolving issues through quick resolution flowcharts, triaging problems, and escalating as necessary. You will engage with customers around the clock, ensuring their needs are met while documenting incidents and reporting metrics. If you have a knack for troubleshooting and a passion for helping others, this opportunity could be your perfect fit.

Qualifications

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

Responsibilities

• Handle incoming calls and oversee service level agreements during shifts.
• Document tickets and report SLA metrics.

Skills

Customer Service

Troubleshooting

Analytical Thinking

Education

High-school diploma or equivalent

Tools

Microsoft Products

Service desk or help desk ticketing systems

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 Thursday-Sunday 4am - 3pm

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