Technical Support Specialist

Descriptive SummaryEnvysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customer's issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.

Core Functions

Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier 2 team

Assist inexperienced or nontechnical end users in resolving issues

Diagnoses browser and networking issues

Records and/or maintains accurate information within ticketing system

Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

Work in a team environment

Coordinating, working with and following up on work performed by field techs

Winning Behaviors, Competencies, and Skills

Should be able to prioritize and meet tight deadlines

Must be organized, detail oriented and able to work without constant instruction

Possess technical aptitude for performing technical tasks to resolve customer issues

Ability to work in a high intensity, fast paced environment

Ability to work a flexible or rotating schedule, including some weekends and evenings

Ability to work both independently and as part of a team

Must have excellent customer service skills and manage time well, working with multiple clients at the same time

Must be able to communicate empathetically, logically and clearly

Must be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled or angry

Always Exercise the highest level of confidentiality and ethical standards

Proficient in configuring, and troubleshooting production services

Configuration and troubleshooting of network issues including firewalls

Understanding of basic Linux commands

Education & Experience:

High School diploma or equivalent

Inbound/Outbound technical support center experience preferred

Customer facing experience preferred
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