ViaPath Technologies · 1 day ago
Representative 1, Technical Support
Dallas, TX
Full-time
Onsite
New Grad, Entry Level
0+ years expViaPath Technologies is an innovation leader in correctional technology and education solutions. They are seeking Technical Support Representatives – Tier 1 to provide first-line technical support for their products, assisting customers with troubleshooting and documentation of support issues.
Management Information SystemsTelecommunications
Responsibilities
Serve as an Ambassador for ViaPath
Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
Provide technical support of ViaPath products for customers, business partners, and internal employees
Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
Communicate with the customers and give them a comfort level that their issue is being properly addressed
Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on-site technicians, customers, partners and end-user customer personnel
Test/setup/troubleshoot of client software installations, test platforms, and equipment
Other duties as assigned such as inmate request handling, data entry, etc
On-call work is required upon completion of training based on rotation
Qualification
Required
High School Diploma or GED
Minimum of 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting
Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to: Microsoft Office (Word, Excel, Outlook, etc.) required
Browsers: Internet Explorer, Google Chrome, Apple Safari required
Exceptional listener and communicator; Strong verbal and written communications skills
Ability to work in a fast-paced environment and multi-task on work assignments
Strong organizational skills
Able to work independently and in a team environment
Excellent research and documentation skills
Ability and interest to learn proprietary systems
Schedules may vary based on business need
Preferred
Remote connectivity tools such as VPN, RDP, VNC is desired
Android OS / iOS Troubleshooting is desired
Linux knowledge/troubleshooting is desired
SQL experience desired
ServiceNow is highly desired
Company
ViaPath Technologies
ViaPath Technologies provides communications and management technology services.
1001-5000 employees
H1B Sponsorship
ViaPath Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Deb Alderson
President & CEO
Recent News
2025-12-01
2025-10-23
Company data provided by crunchbase