Technical Support Rep Tier 1

| Greater Boulder Area

The Technical Support Rep will assist customers with troubleshooting and incident creation to resolve customer trouble.  In this position, they will be expected to support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills and the willingness to learn and be trained and develop key technical skills.

Core Functions

  • Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier 2 team
  • Assist inexperienced or nontechnical end users in resolving issues
  • Diagnoses browser and networking issues
  • Records and/or maintains accurate information within ticketing system
  • Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided
  • Work in a team environment
  • Coordinating, working with and following up on work performed by field techs

Winning Behaviors, Competencies, and Skills

  • Should be able to prioritize and meet tight deadlines
  • Must be organized, detail oriented and able to work without constant instruction
  • Possess technical aptitude for performing technical tasks to resolve customer issues
  • Ability to work in a high intensity, stressful environment
  • Ability to work a flexible or rotating schedule, including weekends and evenings

Personality and communication (soft skills):

  • Ability to work both independently and as part of a team
  • Must have excellent customer service skills and manage time well working with multiple clients at the same time
  • Must be able to communicate empathetically, logically, and clearly
  • Must be able to work in an on demand, fast paced customer service environment without becoming frustrated, frazzled or angry
  • Absolutely exercise the highest level of confidentiality and ethical standards at all times

Hard skills:

  • Proficient in configuring, and troubleshooting production services
  • Configuration and troubleshooting of network FW rules 

Education:

  • High School diploma or equivalent

Work Experience:

  • Tech Support Preferred (Not Required)
  • Inbound/Outbound Call Center Preferred (Not Required)

Background

While we have a ‘startup feel’ at Envysion – we’re a proven, stable and growing company with a very bright future. We have grown to offer our clients the ability to use video as an analytical tool to help improve customer service/retention, coach employees, and increase profitability. We offer a unique opportunity to our clients, as well as our employees.

Candidates that we search for are those that have a hunger for knowledge, a passion for collaboration, and a mind for expansion. We look for the very best people that believe adding value to our clients is the top priority and get excited about disruptive technology. We thrive to be a world-class technology company situated right here in the heart of the Denver/Boulder area.

Envysion is proud to be an Equal Opportunity Employer, committed to workplace diversity.

 

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • Aha!Management
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • HubspotEmail

Location

100 Superior Plaza Way, Superior, CO 80027

An Insider's view of Envysion

What are some social events your company does?

Envysion does many social events that help build morale and really make people engage on a more personal level, outside of our normal work wheelhouse. We have monthly happy hours, and do quarterly events like bowling, summer picnic, and sporting events!

Gina

Customer Success Manager

How do you collaborate with other teams in the company?

At Envysion, people will always take a minute out of their day to listen to someone. We truly value others time and opinions. Our team believes in treating others as you'd wish to be treated. We have an open door culture which enhances collaboration!

Shellee

Marketing Events Coordinator

What makes someone successful on your team?

A successful team member is one that is open to learn and is teachable. They have a logical and analytical mind, and are able to identify patterns quickly. A lot of our team works remotely, so the ability to self motivate and self manage is imperative. Prior POS experience has proven to be successful as well.

Kevin

Director of Audits

How do your team's ideas influence the company's direction?

Our engineering is involved in shaping the company's direction through direct collaboration with internal teams, prototyping of innovative new solutions, and strong agile principles. The technically challenging and interesting landscape that Envysion operates in means that engineers have a direct influence on how we solve problems for our customer

Josh

Senior Director Development

How has your career grown since starting at the company?

My career has grown significantly over the years; Envysion fosters an environment that encourages internal promotions with strong growth opportunities. It's nice to work at a company that focuses on investing in its employees, is willing to expand my knowledge base, and supports strong collaboration.

Basil

Sales Engineer

What are Envysion Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Perks & Discounts
Beer on Tap
Casual Dress
Stocked Kitchen
Happy Hours
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