Representative 2, Technical Support

ViaPath is seeking a Technical Support Tier 2 to join our team in our Tech Support department. The Tier 2 Tech is the escalation point for Tier I Techs to ensure customers receive the highest quality of service with the quickest possible results. The technical support team is responsible for answering and resolving technical support issues that our customers are encountering with ViaPath products. We are a seeking candidates who thrive in a fast-faced environment. The ideal candidate will be team oriented, able to work on multiple tasks simultaneously, exude excellent research and communication skills, and be able to document thoroughly.

Shift is Monday - Friday, 10:30AM - 7:00PM Central.

Serve as an Ambassador for ViaPath
• Assist customers with a variety of issues over the phone, including software and hardware troubleshooting.
• Provide technical support of ViaPath products for customers, business partners, and internal employees
• 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
• Engage with other teams such as Development, Networking, Application Support to work complex issues.
• 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
• Will be required to provide on-call support as needed to provide 24/7 coverage of systems
• Plan, install, and support software upgrades on customer servers and networks

• High School Diploma or GED required; Associate's degree preferred
• Minimum of 2 years of related experience in a Technical Support, Helpdesk, or Technical Call Center setting
• 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, Edge, Firefox
  • Operating Systems: Microsoft Windows is required
  • Remote connectivity tools such as VPN, RDP, VNC, SSH is desired
  • Android OS Troubleshooting is desired
  • Linux knowledge/troubleshooting is desired
  • Basic Windows or Linux command line experience is required
  • Basic network troubleshooting is required

• Exceptional listener and communicator; Strong verbal and written communications skills
• Ability to discuss technology terms and process with a non-technical audience
• 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
• Schedules may vary and change based on business need
• Provide on-call support as needed to provide 24/7 coverage of systems
• Must be able to pass all applicable background check processes

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.