Technical Support Tier I

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

Do you have experience in User guides?, * 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