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Technical Support Representative

| Greater Denver Area

The Opportunity:

With 6,000+ clients and over 500,000 screens deployed, FWI’s software platform is driving Visual Communications to millions of people every day, all over the world. We are a values-driven organization that encourages our employees to bring their authentic self to work every day and empowers everyone to make a tangible impact on our products, clients and culture. Our employees are passionate about their craft, but they are also parents, skiers, comedians, runners, animal lovers, foodies and phenomenal human beings who appreciate our dedication to providing a healthy work/life balance.

We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

 

  • Bring your best self
  • See it
  • Own it
  • Crush it
  • Be Gracious

 

The Technical Support Representative interacts directly with customers and other FWI departments to resolve Tier 1 customer technical support cases. This role has significant impact on the customer experience with FWI. A successful Technical Support Representative exhibits strong communication and troubleshooting skills and works well in a team environment.  

 

Our culture and workplace are very important, and we want FWI to be a place where talented, passionate people want to spend time making a difference.

 

The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

Responsibilities

Primary Responsibilities:

  • Provide technical support to FWI customers to ensure the software and hardware perform correctly
  • Accurately document all phone calls, emails, web and internal requests in support case notes
  • Track and monitor the technical issue and the steps taken to resolve the issue to ensure a timely resolution
  • Patiently interface with users of all experience levels
  • Work with all departments and Tier levels to learn and understand FWI’s software, services and hardware
  • Foster customer satisfaction through timely follow-up
  • Work flexible hours, nights and weekends
  • Pass customer-required background screenings
  • Other duties as assigned

Qualifications

Requirements for Success:

  • Computer Science/Technical degree or equivalent experience.
  • 1-3 years of technical support or networking/systems management experience
  • Proven ability to learn new software quickly for the purpose of supporting end users
  • Demonstrated and quantifiable troubleshooting skills
  • Excellent written and verbal communication skills
  • Experience with ticket management systems
  • Ability to effectively troubleshoot and resolve technical issues on Windows and Macintosh operating systems (experience configuring client systems, understanding of PC hardware to troubleshoot hardware failures remotely, File Management/Folder Structure, Registry Editing, NTFS (file sharing) Permissions, Group Policy)
  • Experience with Networking (troubleshooting network failures, utilizing TCP/IP, ping, IP Addressing, Ports…FTP, SFTP, DNS, HTTP, HTTPS, Windows File Sharing, Routing, VLAN's, Static Routes, Firewall knowledge, VPN Connectivity)
  • Experience with Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP
  • Willingness to work night shifts

 

Helpful for Success:

  • Experience with Windows Server 2003/2008 (Administration: Active directory, DNS, DHCP, Server roles)
  • SQL/ MS SQL - Able to Create Users and Databases in SQL Management Studio
  • Moderate knowledge of Scripting
  • Experience with VMWare configuration and usage

 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ObjectiveCLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • XamarinFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

1221 Broadway Street, Denver, CO 80203

An Insider's view of Four Winds Interactive

What makes someone successful on your team?

We have a values driven culture. Those who thrive at FWI embody those values. They bring their best self every day, they have the ability to see different points of views and identify solutions to problems. Success means taking ownership and accountability while collaborating and building up our colleagues.

Rachel

Director, Talent Acquisition

What are Four Winds Interactive Perks + Benefits

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
Professional Development Benefits
Diversity Program
Promote from within
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