Description

Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1. 

This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues.  This position will support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.

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, fast paced environment
• Ability to work a flexible or rotating schedule, including some weekends and evenings
• 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
• Always Exercise the highest level of confidentiality and ethical standards
• Proficient in configuring, and troubleshooting production services
• Configuration and troubleshooting of network issues including firewalls
• Understanding of basic Linux commands

Education & Experience:

• High School diploma or equivalent
• Inbound/Outbound technical support center experience preferred
• Customer facing experience preferred

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