ViaPath Technologies
Representative 1, Technical Support
ViaPath Technologies, Dallas, Texas, United States, 75215
Representative 1, Technical Support
Company:
ViaPath Technologies
Location:
Dallas, TX
Overview ViaPath is seeking Technical Support Representatives – Tier 1 to join our team in the Tech Support department. The Technical Support Representative 1 is the first line of technical support and will be responsible for answering and resolving technical support issues that our customers are encountering with ViaPath products. We are seeking candidates who thrive in a fast‑paced environment that deals with highly complex products. The ideal candidate will be team oriented, able to work on multiple tasks simultaneously, exude excellent research and communication skills, and be able to document thoroughly.
Position will be based at the ViaPath office located in Dallas, TX. Shift: Monday - Friday, 8:00AM - 5:00PM Central.
Responsibilities
Serve as an Ambassador for ViaPath
Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
Provide technical support of ViaPath products for customers, business partners, and internal employees
Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
Communicate with the customers and give them comfort that their issue is being properly addressed
Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on‑site technicians, customers, partners and end‑user customer personnel
Test/setup/troubleshoot client software installations, test platforms, and equipment
Other duties as assigned such as intake request handling, data entry, etc.
On‑call work is required upon completion of training based on rotation
Qualifications
High School Diploma or GED
Minimum of 6 months to 1 year of experience in a high‑volume Technical Support, Helpdesk, or Technical Call Center setting
Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
Microsoft Office (Word, Excel, Outlook, etc.) – required
Browsers: Internet Explorer, Google Chrome, Apple Safari – required
Remote connectivity tools such as VPN, RDP, VNC – desired
Android OS / iOS Troubleshooting – desired
Linux knowledge/troubleshooting – desired
SQL experience – desired
ServiceNow – highly desired
Exceptional listener and communicator; strong verbal and written communication skills
Ability to work in a fast‑paced environment and multi‑task on work assignments
Strong organizational skills
Able 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
Additional Information
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: Telecommunications, IT Services and IT Consulting, Computer and Network Security
Referral Program Referrals increase your chances of interviewing at ViaPath Technologies by 2x.
Get notified about new Technical Support Representative jobs in Dallas, TX.
Equal Employment Opportunity ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy‑related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
#J-18808-Ljbffr
ViaPath Technologies
Location:
Dallas, TX
Overview ViaPath is seeking Technical Support Representatives – Tier 1 to join our team in the Tech Support department. The Technical Support Representative 1 is the first line of technical support and will be responsible for answering and resolving technical support issues that our customers are encountering with ViaPath products. We are seeking candidates who thrive in a fast‑paced environment that deals with highly complex products. The ideal candidate will be team oriented, able to work on multiple tasks simultaneously, exude excellent research and communication skills, and be able to document thoroughly.
Position will be based at the ViaPath office located in Dallas, TX. Shift: Monday - Friday, 8:00AM - 5:00PM Central.
Responsibilities
Serve as an Ambassador for ViaPath
Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
Provide technical support of ViaPath products for customers, business partners, and internal employees
Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
Communicate with the customers and give them comfort that their issue is being properly addressed
Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on‑site technicians, customers, partners and end‑user customer personnel
Test/setup/troubleshoot client software installations, test platforms, and equipment
Other duties as assigned such as intake request handling, data entry, etc.
On‑call work is required upon completion of training based on rotation
Qualifications
High School Diploma or GED
Minimum of 6 months to 1 year of experience in a high‑volume Technical Support, Helpdesk, or Technical Call Center setting
Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
Microsoft Office (Word, Excel, Outlook, etc.) – required
Browsers: Internet Explorer, Google Chrome, Apple Safari – required
Remote connectivity tools such as VPN, RDP, VNC – desired
Android OS / iOS Troubleshooting – desired
Linux knowledge/troubleshooting – desired
SQL experience – desired
ServiceNow – highly desired
Exceptional listener and communicator; strong verbal and written communication skills
Ability to work in a fast‑paced environment and multi‑task on work assignments
Strong organizational skills
Able 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
Additional Information
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: Telecommunications, IT Services and IT Consulting, Computer and Network Security
Referral Program Referrals increase your chances of interviewing at ViaPath Technologies by 2x.
Get notified about new Technical Support Representative jobs in Dallas, TX.
Equal Employment Opportunity ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy‑related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
#J-18808-Ljbffr