Technical Support Teir I at VE Solutions

Maple Heights, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Aug, 26

Salary

0.0

Posted On

01 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Windows Troubleshooting, Customer Service, Hardware Programming, Software Testing, Hard Drive Imaging, Log Analysis, Remote Support, Technical Documentation, Mechanical Troubleshooting, Connectivity Troubleshooting, Interpersonal Communication

Industry

Description

Description Provide top notch customer support to all existing and future VE Kiosk and VE Connect users by resolving their immediate issues, testing software releases, and providing feedback which fosters improvements to the user experience. Requirements · Maintain cleanliness and organization of production & installation areas. · Address Customer Tickets/Calls · Setup New Machines · Test New Software · Document Procedures/Prepare Troubleshooting Guides · Other Duties as Assigned Daily tasks may include: * Answering incoming calls for technical support * Replying to emails/tickets submitted online * Documenting problems and resolutions via online tools * Analyzing machine logs * Training customers to utilize VE software * Troubleshooting mechanical issues * Securing replacement components when required * Imaging hard drives for new machines * Programming hardware * Curating and updating image master * Testing software functionality * Working around software limitations to achieve customer goals * Communicating between departments to resolve customer issues * Documenting software bugs via online tools * Troubleshooting connectivity issues * Provide remote support via online tools * Configuring new machines to customer specification * Maintain internal Knowledgebase * Availability to be on-call for 24/7 support line at least one week a month * Updating and maintaining software updates and configuration settings based on customers’ needs * Constantly learning and training on new equipment and new variations on current equipment Our new team member will be able to show: · A willingness to assume responsibility and act independently with a ‘See it, Own it, Solve it’ approach to problem solving and project ownership. · A positive, determined attitude, driven by the spirit of teamwork. · A passion and drive to learn new technologies, processes and equipment. This role also physically requires: · The ability to lift a minimum of 75 pounds. · The ability to climb ladders and heights for installation purposes, including but not limited to stretching, bending, and climbing in outdoor and indoor environments. Some preferred qualifications are: · Demonstrated customer service excellence · Demonstrated problem solving/critical thinking ability · Demonstrated proficiency troubleshooting in a windows environment · Experience guiding novice users through IT related tasks · Excellent communication and interpersonal skills

Responsibilities

Provide technical support to VE Kiosk and VE Connect users by resolving tickets, calls, and emails. Responsibilities include setting up new machines, testing software releases, and documenting troubleshooting procedures.