ViaPath Technologies
Representative 1, Technical Support
ViaPath Technologies, Fruitland, Idaho, United States, 83619
Overview
ViaPath is seeking Technical Support Representatives - Tier 1 to join our team in our 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 Fruitland, ID.
Shift will be Monday - Friday, 8:00 AM - 5:00 PM Central or 2:30 PM - 11:30 PM 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; escale those issues that cannot be resolved using current knowledge to the next level.
Communicate with the customers and give them a comfort level that their issue is being properly addressed.
Participate in technical aspects of installation and upgrade projects for new and existing customers, working with 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 inmate 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.
Benefits Overview
Medical, Dental & Vision Insurance
– Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA)
– Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO)
– Including vacation and sick time.
Company Holidays .
Retirement Plan (401(k))
– Traditional and Roth 401(k) options available with employer matching contributions.
Life & Disability Insurance
– Company‑paid basic life insurance and short‑term disability; additional voluntary coverage available.
Employee Assistance Program (EAP)
– Free, confidential support for personal, financial, and family matters.
Additional Well‑Being Resources
– Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath's commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.
Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.
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Position will be based at the ViaPath office located in Fruitland, ID.
Shift will be Monday - Friday, 8:00 AM - 5:00 PM Central or 2:30 PM - 11:30 PM 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; escale those issues that cannot be resolved using current knowledge to the next level.
Communicate with the customers and give them a comfort level that their issue is being properly addressed.
Participate in technical aspects of installation and upgrade projects for new and existing customers, working with 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 inmate 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.
Benefits Overview
Medical, Dental & Vision Insurance
– Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA)
– Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO)
– Including vacation and sick time.
Company Holidays .
Retirement Plan (401(k))
– Traditional and Roth 401(k) options available with employer matching contributions.
Life & Disability Insurance
– Company‑paid basic life insurance and short‑term disability; additional voluntary coverage available.
Employee Assistance Program (EAP)
– Free, confidential support for personal, financial, and family matters.
Additional Well‑Being Resources
– Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath's commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.
Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.
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