Technical Support

Reference Number: GDILTS17

Technical Support

Not Disclosed

Buffalo Grove, IL

9.0 Months

Not Disclosed

Not Disclosed

Construction

Job Description

Technical Support Tier 1

RESPONSIBILITIES

Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
Accountable for support requests related to product information and product problems that are documented.
May escalate more difficult support requests to Field Support Engineers.
Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
Escalates more complex problems to Field Support Engineers.
Complete company designated training courses for position to enhance work performance and career development
Participates in special projects to increase the incumbent's role and technical abilities.

REQUIREMENTS:

Required Knowledge/Skills, Education, and Experience

High School diploma or equivalent
Excellent communication, conflict resolution, and problem-solving skills
High understanding of customer satisfaction and service orientation

Preferred Knowledge/Skills, Education, and Experience

Bachelor’s degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred
Proficiency with Microsoft Windows operating system and computer networking is a plus.

Note:

8 to 5. A total of 8 working hours with 1 hour lunch.

0% - No Travel. Office (phone) work only.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.