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

Location: Downers Grove
Posted on: March 20, 2023

Job Description:

Company Information Heico has a history of success. Since its founding over 40 years ago The Heico Companies has grown from a single business to over 78 separate companies through a strategic acquisition policy, and by reinvesting its earnings into internal growth and new prospects. Historically talented at restoring distressed companies, Heico strategically targets acquisitions that will complement its ever-growing portfolio of companies in manufacturing, construction, and industrial services. These four core operations are organized into groups: Applied Solutions Group, Construction Solutions Group, Industrial Technologies Group, and Metal Processing Group. Once acquired, new Heico companies are assigned to a group and run on a stand-alone basis, allowing for great independence as well as the opportunity to share knowledge about markets, production processes, and management practices across other Heico groups and companies. Heico continues to seek out new opportunities and maintain its standard of success. The Heico Companies has remained a privately held company since its creation and maintains a majority ownership in each of its operations, which generates more than $3.3 billion dollars in revenues. Many of our businesses are certified Woman-owned Business Enterprises (WBE). More information about the overall organization can be found at . Position: 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: STENOGRAPH, LLC, Downers Grove , Enterprise Technical Support Rep-Hybrid (Remote Rotating weekend and overnights shifts required), IT / Software / Systems , Downers Grove, Illinois

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