Enterprise Technical Support Rep-Hybrid (Remote Rotating weekend and overnights shifts required)

Company: The HEICO Companies, LLC
Location: Downers Grove
Posted on: May 10, 2022

Job Description:

Stenograph the leading supplier of machine writers, software, and other productivity tools and services to professional court reporters, CART providers, captioners, scopists, and transcriptionists in the shorthand and manual speech-to-text market is seeking a Technical Support Representative in our Downers Grove, Office.\nPosition: - The Enterprise Technical Support Representative will provide technical support via the telephone, email, and text, to our end user, the court reporter, answering questions and resolving problems relating to company marketed software and hardware products. Responsibilities: Provide efficient, accurate, professional technical support to customers and company employees with a focus on outstanding customer service.

• Be available to answer customer calls promptly during scheduled hours of operation and maintain an availability percentage of at least 70%.
• Use rigorous logic and troubleshooting methods to find effective solutions.
• Practice attentive and active listening.
• Maintain composure under pressure. -Achieve and Maintain Technical Competency
  • Stay up to date with the latest technologies.
  • Test new hardware and software.
  • Resolve issues with our hardware and software. -Understand, review and apply current departmental and company policies and procedures.
    • Keep records of customer interactions, create orders, leads and service documents in the company database.
    • Create technical documents for departmental and customer use. Qualifications: - The Technical Support Representative will have the following experience and attributes:
      • Rotating weekend and overnights shifts required (shifts will be remote)
      • Prior experience with sound mixing software a plus
      • Prior experience with audio recording hardware a plus
      • Associates degree or better, -or related business experience.
      • Previous technical support or related technical experience a plus.
      • Familiar with iOS and web browsers.
      • Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth wifi and USB devices.
      • Ability to maintain a positive attitude and professional manner working under pressure.
      • Regular and timely attendance.
      • Good problem solving and communication skills.

Keywords: The HEICO Companies, LLC, Downers Grove , Enterprise Technical Support Rep-Hybrid (Remote Rotating weekend and overnights shifts required), IT / Software / Systems , Downers Grove, Illinois