Technical Support Representative

Electronic Transaction Consultants Corporation; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Technical Support Representative to provide exceptional support for tolling technology and intelligent transportation systems. This remote position involves managing customer inquiries, resolving issues efficiently, and ensuring service level agreements are met. The ideal candidate will possess strong analytical skills and a customer-focused mindset, with experience in IT-related customer service. Join a company that values diversity and offers comprehensive benefits, including health and dental plans, retirement options, and paid time off. If you're ready to make an impact and grow in a supportive environment, this opportunity is for you.

Benefits

Paid days off

Health and Dental plans

Retirement plans

Employee Assistance Program

Employee referral program

Qualifications

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

Responsibilities

• Handle incoming calls and oversee service level agreements.
• Resolve issues using quick resolution flowcharts and escalate as needed.

Skills

Customer Service

Analytical Thinking

Inductive and Deductive mindset

Troubleshooting hardware/software

Education

High-school diploma or equivalent

1-2 years experience in IT customer service

Tools

Microsoft Products

Service desk or help desk ticketing systems

Knowledgebase article writing

Systems monitoring

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

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.