Technical Support Representative - Tier 1

Falls Church, VA
Nov 25, 2021
Nov 27, 2021
Full Time
GTL is seeking Technical Support Representatives - Tier 1 to join our team in our Tech Support department. The Technical Support Representative 1 is the first line of technical support and will be responsible for answering and resolving technical support issues that our customers are encountering with GTL products. We are seeking candidates who thrive in a fast-faced environment that deals with highly complex products. 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.Positions to be based at the GTL Office in Falls Church, VA or Dallas, TX.Hiring for the following shift:Monday - Friday 7:00 AM - 3:30 PM Central if based in TXMonday - Friday 8:00 AM - 4:30 PM EST if based in VAResponsibilities:Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshootingProvide technical support of GTL products for customers, business partners, and internal employeesAccurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applicationsOpen/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 levelCommunicate with the customers and give them a comfort level that their issue is being properly addressedParticipate 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 personnelTest/setup/troubleshoot of client software installations, test platforms, and equipmentRun database queriesOther duties as assigned such as inmate request handling, data entry, etc.Qualifications:High School Diploma or GEDMinimum of 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center settingProficient in the use and basic troubleshooting of industry standard software packages including but not limited to:Microsoft Office (Word, Excel, Outlook, etc.) requiredBrowsers: Internet Explorer, Google Chrome, Apple Safari requiredRemote connectivity tools such as VPN, RDP, VNC is desiredAndroid OS / iOS Troubleshooting is desiredLinux knowledge/troubleshooting is desiredSQL experience is desiredServiceNow is highly desiredExceptional listener and communicator; Strong verbal and written communications skillsAbility to work in a fast-paced environment and multi-task on work assignmentsStrong organizational skillsAble to work independently and in a team environmentExcellent research and documentation skillsAbility and interest to learn proprietary systemsSchedules may vary based on business needGTL, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. GTL 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.GTL 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.IND123