Representative 1, Technical Support

ViaPath 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 ViaPath 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.

• Serve as an Ambassador for ViaPath
• Answer customer phone calls, assist callers 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
• 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
• Other duties as assigned such as inmate request handling, data entry, etc.
• On-call work is required upon completion of training based on rotation

• High School Diploma or GED
• Minimum of 6 months to 1 year of experience in a high-volume 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.) required
• Browsers: Internet Explorer, Google Chrome, Apple Safari required
• Remote connectivity tools such as VPN, RDP, VNC is desired
• Android OS / iOS Troubleshooting is desired
• Linux knowledge/troubleshooting is desired
• SQL experience desired
• ServiceNow is highly desired

• Exceptional listener and communicator; Strong verbal and written communications skills
• 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
• Schedules may vary based on business need

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.