Technical Support

Reference Number: GDILTS17

Technical Support

Not Disclosed

Buffalo Grove, IL

9.0 Months

Not Disclosed

Not Disclosed

Construction

Job Description

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.

Call notes:

HVAC controls

Heating and Airconditioning at large facilities

Technical support for the products we make (proprietary software and hardware)

Question via web, phone) Incoming questions to manuals or can escalate to get tickets

Triage the calls the best they can and then escalate tickets if needed

Will be the 5th induvial on the team

Managing the calls

Troubleshooting the products, which will be learned on the job.

Peer training to get knowledge

People person and talk with clients to get through issue successfully.

HVAC experience is a plus, but even other products with supporting clients

Support needed due to up take in calls.

Having a year or 2 in the technical support arena is a plus but should have experience supporting clients on products

Someone at a master’s degree level is not needed.

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