Representative 1, Technical Support

As a Technical Support Representative 1 onsite in Dallas, TX, you will be the first line of support for customers using ViaPath Technologies products. This role combines hands-on troubleshooting with structured documentation, plus the chance to help customers feel confident while their issue is actively being worked.

ViaPath supports you with comprehensive coverage and flexibility, including Medical, Dental & Vision Insurance, HSA and FSA, Flexible Time Off (FTO), and Company Holidays. You will also have access to Retirement Plan (401(k)), Life & Disability Insurance, and an Employee Assistance Program (EAP). Additional well-being resources are available to support you in and out of work.

Responsibilities

• Serve as an Ambassador for ViaPath.
• Answer customer phone calls and help troubleshoot software and hardware issues over the phone.
• Provide technical support for ViaPath products to customers, business partners, and internal employees.
• Accurately document and record technical support calls and events in ticket and tracking software (call receipt, documentation entry, tracking, follow-up, escalations, and reporting).
• Open and work problem issues and proactive tickets as escalated by other team members, and escalate issues that cannot be resolved using current knowledge.
• Communicate with customers to maintain a comfort level that their issue is being properly addressed.
• Participate in installation and upgrade activities for new and existing customers, collaborating with on-site technicians, customers, partners, and end-user customer personnel.
• Support test, setup, and troubleshooting of client software installations, test platforms, and equipment.
• Handle other assigned duties such as inmate request handling and data entry.
• Complete training and then perform on-call work based on rotation.

Requirements

• High School Diploma or GED.
• 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting.
• Proficiency in basic troubleshooting of industry standard software, including Microsoft Office (Word, Excel, Outlook, etc.) (required).
• Proficiency in basic troubleshooting of industry standard browsers, including Internet Explorer, Google Chrome, and Apple Safari (required).
• Exceptional listening and communication skills, with strong verbal and written communication.
• Ability to work in a fast-paced environment and multi-task across assignments.
• Strong organizational skills.
• Ability to work independently and in a team environment.
• Excellent research and documentation skills.
• Ability and interest to learn proprietary systems.
• Schedules may vary based on business need.

Technologies You Will Use

• Microsoft Office (Word, Excel, Outlook, etc.)
• Internet Explorer, Google Chrome, Apple Safari
• VPN, RDP, VNC
• Android OS, iOS
• Linux
• SQL
• ServiceNow