Representative 3, Technical Support

Viapath is looking for a Representative 3, Technical Support to join our team in our Tech Support department. The Representative 3, Technical Support is someone who cares about the client success, is technically savvy, and has experience troubleshooting technology issues. The position is responsible for answering and resolving technical support issues that our customers encounter. Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our customers. Technical Support Reps take pride in their high-quality work and thrive in a fast-paced environment where they are constantly learning new things. They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the "why" when a customer has a concern and are quick in finding an appropriate solution.

This position will be based at the ViaPath office located in Fruitland, ID.

Shift will be Monday - Friday, 1:30PM - 10.:00PM MT.

Serve as an Ambassador for ViaPath
• Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
• Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations, and reporting) in ticket and tracking software applications
• Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
• Communicate with the customers and give them a comfort level that their issue is being properly addressed
• Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on-site technicians, customers, partners and end-user customer personnel
• Test/setup/troubleshoot of client software installations, test platforms, and equipment
• Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to manager
• Other duties as assigned such as inmate request handling, data entry, etc.

• High School Diploma or GED required; technical degree/diploma preferred
• 2+ years of experience in a high-volume Technical Support, Helpdesk or Call Center environment
• Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
  • Microsoft Office (Word, Excel, Outlook, etc.)
  • Browsers: Internet Explorer, Google Chrome, Apple Safari
  • Operating Systems: Microsoft Windows required, Mac OS 10+ is desired
  • Remote connectivity tools such as VPN, RDP, VNC is desired
  • Android OS / iOS Troubleshooting is desired
  • Linux knowledge/troubleshooting is desired
• Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Strong interpersonal and communication skills including excellent listening, conflict resolution and customer empathy
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Able to work independently and in a team environment
• Excellent research and documentation skills
• Ability and interest to learn proprietary systems
• Must have high attention to detail
• Schedules may vary based on business need

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath's commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance - Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) - Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) - Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) - Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance - Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) - Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources - Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.