Technical Support Representative Jobs

Founded in 2011, HomeWAV LLC has been the leader in providing safe, secure inmate communication and technology solutions to correctional facilities across the country. Through secure messaging platforms, our cutting-edge technology connects incarcerated individuals to the essential people in their lives, allowing facilities to maintain a safe and stable environment while allowing families to connect, reducing recidivism and improving inmates’ overall health.

HomeWAV is searching for a motivated, goal-oriented Technical Support Representative to join our rapidly growing team. This crucial technical expertise ensures that the team delivers flawless customer service by managing incident restoration and service level agreements and monitoring service requests to ensure that County partner inquiries are promptly handled.

At HomeWAV, we are ambitious professionals who embrace continuous learning and personal and professional development. We foster a culture that welcomes change and growth while understanding the importance of a work/life balance. HomeWAV is proud to be Great Place to Work US® certified for the second year in a row! We offer a pay of $22/hour and a benefits package including medical/dental/vision/life, retirement plan with company match, paid time off, paid holidays, flexible spending program, and dependent care. This full-time Technical Support Representative position works out of our HQ in St. Louis, MO. The initial schedule is Monday, Thursday and, Friday 8am-7pm (on-call until 8pm) and Saturday and Sunday 9am-6pm. Schedule is subject to change every 4-5 weeks based on rotation.

RESPONSIBILITIES FOR TECHNICAL SUPPORT REPRESENTATIVE:

• Escalate tickets when troubleshooting avenues have been exhausted, or ticket is out of scope, and additional support is required;
• Distribute tickets to the IT Team and Field Service depending on the ticket contents;
• Monitor and respond quickly and effectively to requests received through the IT helpdesk;
• Refresh knowledge of the HomeWAV system and learn new features as they are released;
• Work with onsite technicians until resolution or additional assistance is required;
• Monitor kiosk alerts and reports technical issues as they arise;
• Assist dispatching technicians as needed;
• Document troubleshooting steps and all general HomeWAV knowledge for continued department improvement;
• Complete tickets promptly to better service our customers’ needs;
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware;
• Perform other related duties as assigned.
• Elevate complex issues/problems to appropriate resources, track progress, and follow up as required to ensure timely resolution;
• Maintain a record of all IT helpdesk tickets, including calls, sessions, e-mail, etc., with up-to-date information on ticket progress;
• Follow all specified communication guidelines and ticket channels so the appropriate department/employee completes ticket triage;

REQUIREMENTS FOR TECHNICAL SUPPORT REPRESENTATIVE:

• Familiarity with Microsoft Voice Platform, JIRA, and Zendesk;
• Associates degree in Computer Science, Engineering, Information Technology, or related experience is preferred;
• Demonstrates adaptability and thrives in an ever-changing, purpose-driven programming department.
• 1+ years of technical experience in computer technology, application development, database administration, data management and/or infrastructure, with ability to understand and resolve technical impediments;
• Prior experience in a service desk or customer call center environment, working in an agile technical role, with a strong focus on exceptional technical customer service;
• In-depth knowledge of computer systems and mobile devices;
• 1+ years of experience diagnosing and troubleshooting technical-related issues, identifying recurring issues, and driving issues to resolution;
• Excellent interpersonal and communication skills;
• Strong patience, customer orientation and customer service skills;
• Strong multi-tasking and problem-solving skills with ability to use good judgment in handling serious customer problems;
• Self-Starter who works well under pressure;

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HomeWAV is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

I understand that the statements included in this document are intended to describe the general nature and level of work being performed by individuals in this position, and that they are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Further, this job description does not state or imply that this is a contract between the individual in this position and HomeWAV.

Job Type: Full-time

Pay: $22.00 per hour

Benefits:

• Health insurance
• Retirement plan
• Life insurance
• Vision insurance
• Flexible spending account
• Dental insurance

Schedule:

• Weekend availability
• On call

Ability to commute/relocate:

• St. Louis, MO: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person