Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Tier 2 Technical Customer Support Rep. This position will be primarily responsible for providing support to Tier 1 Customer Support Reps, and external customers on a variety of hardware and software issues.  Tier 2 Rep will need to have the ability to resolve issues escalated from Tier 1 and provide Tier 1 with training on how to handle future customer issues.

Core Functions

• Close 80-100 cases per month
• Effectively resolves escalations from Tier 1 team
• Provide guidance and train Tier 1 team, including new hires
• Provide second level technical support, performing advanced problem recognition, research, isolation in a Linux environment, resolving Tier 2 hardware & software issues or escalating issues to Tier 3 team
• Assist and train inexperienced or nontechnical end users & Tier 1 team in the utilization of the Envysion software with its various applications
• Record and/or maintain accurate information within ticketing system
• Interface directly with customers to ensure issue(s) are resolved and a superior customer interaction is provided
• Work in a team environment
• Other duties and responsibilities as assigned

Winning Behaviors, Competencies, and Skills

• Ability to multi-task, working multiple trouble tickets.
• Strong problem solving skills and decision-making ability
• Flexibility to work overtime when required
• Professionalism
• Reliable and dependable
• Strong verbal and written communication skills
• Familiar with IP network troubleshooting involving broadband, cable, DSL, switches, routers, hubs, PC hardware, firewalls and Internet based technologies (TCP/IP, DNS, DHCP)
• Advanced Linux skills

Experience & Education 

• College degree, preferably in Information Technology field
• 2+ years experience providing technical help desk support to customers using web based applications
• 2+ years experience in inbound/outbound Call Center environment
• 1+ years experience working in a Linux environment using the Linux command line
• Experience with web browsers and anti-virus software

Envysion is an equal opportunity employer.