Support Technician - Tier 1

HP Tuners LLC is a global leader in the automotive aftermarket, developing hardware and software for vehicle calibration. HP Tuners is seeking a Support Technician - Tier 1 to join our team onsite in Buffalo Grove, IL. 

The Support Technician - Tier 1 promptly and professionally assists customers by diagnosing and resolving the most basic software issues within the HP Tuners production line using the tools and resources available. 

This position reports to the Support Supervisor.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries, including incoming calls in the call center and customer emails, while ensuring a high standard of service and satisfaction.
• Use computerized systems to efficiently process RMA requests, interface upgrades and replacements.
• Answer the most basic technical questions from customers about products & parts (e.g., application keys, interface driver issues, etc.), providing remote software assistance as needed.
• Identify, diagnose, test, and resolve the most basic customer inquiries related to:

      - License issues, including opening and interpreting a License.dat to locate specific licenses. 

      - Debug.dat issues.

      - Internet issues, including those affecting internet required vehicles.

      - Windows issues (.NET Framework, DPI Settings, etc.).

• Open tune files and navigate different parameter types.
• Perform read/write operations for a controller on the bench to replicate issues.
• Add channels and data log a controller on the bench using simple VCM Scanner Setup.
• Utilize MPVI and MPVI2 to read, write, and to data log modules (in vehicles).
• Navigate, edit, add, and use knowledgebase articles efficiently.
• Develop and maintain internal support documentation for process workflow and troubleshooting.
• Additional responsibility as business needs dictate.

EDUCATION, KNOWLEDGE, AND COMPETENCIES

Qualifications and Experience

• High school diploma, GED, or combination of at least 0-2 years of work experience and skill development in a technical position, preferably in the after-market car industry or automotive-related industry. 
• Assume responsibility for the most basic issues and problems while continuously improving skill base and referring complex issues to higher-level staff.
• Perform work effectively under direct supervision.
• Novice proficiency in PC skills, including navigation and software usage.
• Previous experience using setup and Pro Features.

Physical Requirements

• Working Conditions: While performing the duties of this job, the employee is regularly required to sit and work at a desk and computer for prolonged periods of time.

Please Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of HP Tuners.

Compensation and Benefits

At HP Tuners LLC, we understand that compensation plays a key role when considering a new opportunity. We are dedicated to ensuring fair pay for all employees and continually work towards greater transparency in our compensation practices. The estimated base salary range for this position is $50,000 – $55,000, with actual pay determined including factors such as location, skills, experience, and other relevant considerations. This position also qualifies for a discretionary bonus and a complete benefits package, including medical, dental, vision, life, and disability coverage, paid time off (PTO), and a 401(k) program with employer matching.

HP Tuners LLC is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class. HP Tuners LLC does not use AI (Artificial Intelligence) to make decisions in the hiring process. If AI (Artificial Intelligence) is utilized, HP Tuners LLC will include a disclaimer in the relevant job posting.