Technical Support Representative

| Greater Denver Area

Overview

As a Technical Support Representative at FWI this individual will work closely with the Support Team to ensure that technical issues are resolved quickly and efficiently. The Technical Support Representative interacts directly with customers, our FWI Technical Support team, along with a number of other internal teams. This role has significant impact on the customer experience with FWI and can affect customer satisfaction and retention. This individual must exhibit strong communication skills and the ability to work effectively in a team environment.  

*This is a night shift position working with international customers*

 

Responsibilities

  • Provide technical support to FWI customers. Works with end users to ensure the software and hardware perform correctly. Ability to troubleshoot the customer’s network, security issues as well as server configurations.
  • Accurately Record all telephone calls, emails, web and intercompany requests for technical support.
  • Track and monitor the technical issue and the steps taken to resolve the issue to ensure a timely resolution.
  • Ability to interface with all levels of users.
  • Work with all departments and Tier levels to learn and understand basic understanding of the FWI’s software, services and hardware.
  • Foster customer satisfaction through timely follow-up.
  • Learn and understand all aspects for our Kaseya alerts.
  • Work flexible hours, nights and weekends.
  • Pass customer-required background screenings, including but not limited to the Nevada Gaming commission.
  • Other duties as assigned.

Qualifications

Requirements for Success:

  • 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 communication skills, both written and verbal.
  • Experience with ticket management systems.
  • Computer Science/Technical degree or equivalent experience.

Helpful for Success:

  • Experience with Windows 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 understanding.
  • Ability to resolve technical issues on Mac’s and Microsoft Windows operating systems.
  • 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 Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP.
  • Experience with VMWare configuration and usage.
  • Knowledge of Spanish language both written and spoken including the meaning and spelling of words, rules of composition, and grammar a plus.

 

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ObjectiveCLanguages
    • SwiftLanguages
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    • jQueryLibraries
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    • PardotLead Gen

Location

1221 Broadway Street, Denver, CO 80203

An Insider's view of Four Winds Interactive

What's something quirky about your company?

It took me a while to adjust to the fitness culture at FWI. I would show up to a meeting and the person sitting across from me might have just come back from yoga or CrossFit dressed in their workout gear. Once I got used to seeing executives in sandals and sweats every once in a while, I’ve come to love how invested FWI is with employee wellness.

Steve

Director of Technical Operations

What projects are you most excited about?

I'm excited about FWI’s exemplary commitment to its people. It’s evident there are many diversity and inclusion efforts, not only led by our Committee for Diversity, Equity, and Inclusion, but also from motivated individual contributors. This creates an environment where we can stay true to our core values and bring our best selves every day!

Maithy

Recruiting Coordinator

How has your career grown since starting at the company?

I started at FWI inTech Support. After a year of learning as much as I could about FWI’s Content Manager applications, I applied for the Technical Engineer position with FWI’s Tiger Team. I will continue to grow my career as FWI continues building the latest and greatest tech and software in the digital signage industry.

Will

Technical Engineer

How do you empower your team to be more creative?

We try to create an environment where every idea is worth voicing. It’s amazing how many innovative pathways stem from one seemingly crazy idea. We do our best to empower our team to act on their creative inspiration—bring us a rough draft, pitch us on your idea. Many breakthroughs and innovations have been born this way.

Margot

President and COO

How does the company support your career growth?

As a manager on the People Operations team, I find there are an abundance of opportunities to get involved with supporting personal and professional growth. As a first-time manager, I get to participate in an interactive Manager Bootcamp. FWI also hosts a monthly manager round table, which gives everyone the opportunity to communicate and connect.

Catherine

Director of Talent Acquisition

What are Four Winds Interactive Perks + Benefits

Four Winds Interactive Benefits Overview

You will be challenged in our dynamic environment, supported in your endeavors, recognized for your contributions and have fun along the way!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
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)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Our Welton location has Ping Pong, Pool Table, Foosball, Darts and Basketball.
Stocked Kitchen
Our Broadway location has fully stocked kitchens including rotating flavors of sparkling water on tap.
Some Meals Provided
Happy Hours
Parking
Pet Friendly
FWI's pet policy is dog friendly daily at our Welton office location.
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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