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. To help unify our culture and guiding principles, we have a common set of values that bring us together.

Those values are:

Bring your best self

Be Gracious

See it

Own it

Crush it

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

• 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 basic understanding of the 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

Education & Experience:

• Computer Science/Technical degree or equivalent experience
• 1-3 years of technical support or networking/systems management experience

Required Knowledge, Skills and Abilities:

• 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
• 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.

Desired Skills Knowledge, Skills and Abilities:

• 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
• Knowledge of Spanish language both written and spoken including the meaning and spelling of words, rules of composition, and grammar a plus.