Position: Technical Support Representative
Company: Helpware
Category: Support
Experience required: no_exp
English level: upper

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services.

**About Us** 
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
 
CVPS is a valet parking management application deployed at over 800 client locations in seven countries. First developed and deployed in 1996, the CVPS application single-handedly created the valet parking technology industry and has provided our clients with a demonstrated return on investment for over twenty years.
 
The CVPS team has a history as a valet parking service provider, and not only offers a first-class product, but also intimately understands the valet parking business, and offers our clients a knowledge and experience base unrivaled in the industry.
 
**Responsibilities:**
Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions. 
Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC (Joannie Fowler).
Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not. 
Prioritize the resolution of support tickets based on the criteria set by the Client POCs (Joannie Fowler or Sarah Dutra)
Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.  
 
**Qualifications:**
Schedule: Mo - Fr, 16:00 - 01:00
Must be at least 18 years of age
Must be able to work full time, 40 hrs per week
Must be able to work on a rotating schedule and weekends/holidays
Good English communication skills both written and verbal
Experience with Zendesk or any similar ticketing platforms 
Experience with order processing accounts is preferred
Can multi-task as this person will manage emails and inbound calls 
Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx Experience with troubleshooting POS servers and facilitating remote sessions 
Advanced troubleshooting skills with both hardware and software, networking
Preferably has experience with both Mac and Windows OS, iOS and Android Programming experience is a plus