Technical Support Rep Tier 1 at Envysion

| Greater Boulder Area
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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.

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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

How do you collaborate with other teams in the company?

Collaboration is what makes my job at Envysion so rewarding. Through managing internal & external events, I get to know people from many different groups. We have a diverse team that works well together, creating opportunities for everyone to get to know each other on a deeper level. Collaboration is what makes Envysion successful!

Cara

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

Vice President of Engineering

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
Casual Dress
Stocked Kitchen
Happy Hours
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