Technical Support Representative, Texas

Overview:
The Technical Support Representative role entails providing support for tolling technology, as well as other intelligent transportation systems products and equipment. This position involves handling requests from diverse channels and ensuring the fulfillment of service level agreements through ServiceNow until issues are resolved. Responsibilities include resolving issues using quick resolution flowcharts, triaging problems, and escalating them as needed. Additionally, the role requires responding to customer calls and providing support around the clock, every day of the year. This is a REMOTE role.

 

Work Shift is Friday-Monday 11am-10pm 

Responsibilities:
Customer Service

Handle incoming calls from endpoints.

Oversee service level agreements (SLAs) via the work management system to guarantee all customers' support needs are addressed during their shifts.

Communicate with stakeholders about incident updates and resolutions.

Incident Resolution 

Attempt quick hit resolutions using provided materials.

Triage and escalate issues quickly based on priority.

Confirming resolutions with endpoints and automated systems.

Metrics 

Documenting tickets in the work management system. 

SLA metric reporting will be required.

This list of responsibilities might not cover everything you'll end up doing. 

Qualifications:
Education & Experience

High-school diploma or equivalent. 

1-2 years experience in customer service in a IT industry-related field. 

Technical Skills:

Microsoft Products

Service desk or help desk ticketing systems

Knowledge of troubleshooting hardware and/or software

Knowledgebase article writing

Systems monitoring 

Other Competencies:

Customer Service

Inductive and Deductive mindset

Analytical Thinking 

Benefits:
We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes:

Paid days off (i.e. vacation, sick days, bereavement leave)

Health and Dental plans

Retirement plans

Employee and Family Assistance Program (EFAP)

Employee referral program

We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws.

 

We're committed to creating a workplace where everyone feels valued and respected.

 

We appreciate all responses and will acknowledge only those being considered for an interview.

We respectfully request no calls or unsolicited resumes from Agencies.