ViaPath Technologies · 1 hour ago
Representative 3, Technical Support
Fruitland, ID
Full-time
Onsite
Entry, Mid Level
2+ years expViaPath Technologies is looking for a Representative 3, Technical Support to join their Tech Support department. The role involves providing technical support to customers, troubleshooting technology issues, and maintaining customer relationships to ensure satisfaction.
Management Information SystemsTelecommunications
Responsibilities
Serve as an Ambassador for ViaPath
Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
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
Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to manager
Other duties as assigned such as inmate request handling, data entry, etc
Qualification
Required
High School Diploma or GED required
2+ years of experience in a high-volume Technical Support, Helpdesk or Call Center environment
Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to: Microsoft Office (Word, Excel, Outlook, etc.), Browsers: Internet Explorer, Google Chrome, Apple Safari, Operating Systems: Microsoft Windows required
Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
Strong interpersonal and communication skills including excellent listening, conflict resolution and customer empathy
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
Must have high attention to detail
Schedules may vary based on business need
Preferred
Technical degree/diploma
Mac OS 10+ is desired
Remote connectivity tools such as VPN, RDP, VNC is desired
Android OS / iOS Troubleshooting is desired
Linux knowledge/troubleshooting is desired
Benefits
Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO) – Including vacation and sick time
Company Holidays
Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
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
Company data provided by crunchbase