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Quarterhill Inc. · 1 day ago

Technical Support Representative

Texas, United States

Full-time

Onsite

Entry, Mid Level

2+ years exp

Quarterhill Inc. is a company that focuses on providing proactive technical support. The Technical Support Representative will monitor systems, respond to customer issues, and coordinate with various teams to resolve technical challenges.

Computer Software

Responsibilities

Responsible for active monitoring of production systems. Will verify and communicate status of daily/nightly monitoring tasks

Actively monitors phone/email/chat for inbound requests, alerts, and questions

Will conduct response, tracking, triage, escalation, and coordination for incidents, problems, changes, and requests reported by customers and Vendors in the Tolling Industry

Will ensure that response activities meet all required Key Performance Indicators (KPI) as required per customer contractual requirements

Will support the preparation of performance statistics and reports

Will administer user accounts, per provisioning guidelines and standards, in Active Directory, 3rd party tools, as well as internal applications

Troubleshoot and resolve routine user issues using both experience and runbooks

Provide feedback regarding support knowledge base and documentation to creator

Create/maintain secondary support documentation for tips/FAQs/work arounds

Demonstrate regular and predictable attendance for assigned shift

Qualification

Technical SupportHelp Desk ToolsServiceNowActive DirectoryCustomer OrientationVerbal CommunicationWritten CommunicationProblem SolvingOrganizational Skills

Required

Highschool Diploma or equivalent required

2 or more years working in a Support Services/Help Desk environment

Experience with several help desk tools and access control systems

Able to participate in 24/7 on-call rotations

Ability to learn how to triage and understand highly technical software and hardware problems

Excellent verbal communication and written email skills. Willingness to go the extra mile to support the customer

Very well organized and possesses the ability to prioritize and coordinate multiple tracks concurrently

Can provide technical assistance and support for all incoming queries and issues related to computer systems, software, (IVR) and hardware based on established runbooks and training