Technical Support Representative Job at Enterprise Holdings
Enterprise Holdings currently has an opening for a Technical Support Representative in the Global User Support - Technical Support Department. A Technical Support Representative provides professional, accurate and timely Tier 1 problem resolution for application, technical, or business-related questions in a remote support center environment. This position focuses on high levels of user knowledge, expert troubleshooting and diagnosis of issues, quality first contact resolutions, complete and accurate documentation, efficiency, adherence to standard procedures and customer service skills.
We are looking for a team player with a proven work ethic and a passion for technology, who can bring added value to the department in the form of superior customer service and the ability to resolve challenging technical issues. Our ideal candidate is highly detail-oriented, organized, and able to consistently meet deadlines while producing accurate results. We are looking for extremely reliable individuals who can adapt to change, absorb and apply new information, and who have the determination to learn detailed processes.
We Work Hard and Reward Hard Work! This remote position offers a compensation package of $ 19.33 / hour and includes paid virtual training, full-time benefits including medical, dental & vision, 401k with a company match of up to 3% and profit sharing, paid time off, employee discounts and much more.
Schedule: Our training is conducted virtually (you will attend training from the comfort of your own home, remotely) and the schedule for that training is 6:00am-3:30pm PST. This training will run for 6 consecutive weeks. Our full time (40 hours per week), regular schedules (after training) will be from 7:00am-3:30pm PST, Monday-Friday, through June 2023. Starting in July 2023, shift bids will occur. Schedules are based on performance and can range between 4:00am-5:00pm PST and will require working one weekend day. Some holiday coverage is also required.
Responsibilities:
- Provide exceptional customer service while assisting global EH employees as well as external customers, partners, and vendors with a multitude of applications or varying technologies
- Respond to and diagnose problems through research, isolation and resolution steps
- Use incident management systems to log, track, review, report, and follow up with existing workload
- Resolve a high number of problems with high quality of work
- Develop and implement innovative approaches for existing and potential problems
- Make recommendations for enhancing efficiencies
- Apply known solutions to common problems quickly and efficiently by utilizing stored technical information, escalation procedures, and troubleshooting skills
- Maintain awareness of the incoming workload and adjust performance accordingly
- Adhere to technical, operational and departmental policies and procedures in a positive manner with customers and peers
- Identify and submit knowledge for future issue response
- Participate in adjustments to schedule based on business needs
- Assume additional responsibilities to ensure smooth daily operations
- Act as a business expert and professional role model
- Develop and practice strong technical, communication, and customer service skills
- Foster and maintain interdepartmental communication and relationships to improve effectiveness
- Display flexibility and capacity to make quick adjustments to process changes and increases in volumes
Equal Opportunity Employer/Disability/Veterans #LI-REMOTE
Qualifications:
- Must currently live in the state of Nevada
- Must currently live in Las Vegas or the immediate surrounding area
- Minimum of 1 year of related IT/Technical Support experience required
- Ability to diagnose and resolve hardware and software issues for remote employees over multiple platforms, devices, and browsers preferred
- Knowledge of PC and Virtual Office (MVA, MVD), Microsoft 365, Windows OS, Citrix, AWS Softphone, Verint Workforce Management, Cisco AnyConnect VPN, Internet Connectivity and Networking preferred
- Ability to install and configure software preferred
- Permanent residence with a defined working space that is free of distractions from any background noise including but not limited to sounds from animal/pets, TVs, radios, and children or other adults in the home
- Working from home is not designed or intended to be a replacement for appropriate adult or child dependent care
- Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
- Must be at least 18 years old
- This position requires 1%-5% travel for training and meetings
- Must be willing to travel to Las Vegas to complete the I-9 process, in person, if hired
WFH Technical Qualifications for your home office:
- Must have a Windows PC (no Chromebooks or MACs) with Windows 10 OS
- Must have a computer USB headset with microphone
- Must have a webcam, both built-in and detached webcams are acceptable
- Must have reliable and consistent high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)
- Minimum upload speed of 2mbps and minimum download speed of 5mbps
- Use of wireless, hotspot or WiFi “air cards” are NOT ALLOWED
- The address on your application must be your current, accurate permanent address
- Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements
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