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Technical Support Representative
Quarterhill Inc.
Providing technical support for tolling technology and other intelligent transportation systems as a remote role with a focus on handling customer service, incident resolution, and metrics reporting.
20d ago
Junior (1-3 years)
Full Time
Frisco, TX
Office Full-Time
Company Size
500 Employees
Service Specialisms
Engineering
Technology Solutions
Telecommunications
Software Development
IoT Solutions
Wireless Communications
Cybersecurity
Sector Specialisms
Tolling Services
Safety and Enforcement
Commercial Vehicles
Automated Enforcement
Freight Mobility
Smart Transportation
Data Solutions
Logistics
Role
What you would be doing
call handling
incident updates
quick resolutions
sla oversight
issue escalation
ticket documentation
- Handle incoming calls from endpoints.
- Communicate with stakeholders about incident updates and resolutions.
- Attempt quick hit resolutions using provided materials.
- Oversee service level agreements (SLAs) via the work management system to guarantee all customers' support needs are addressed during their shifts.
- Confirming resolutions with endpoints and automated systems.
- Triage and escalate issues quickly based on priority.
- Documenting tickets in the work management system.
What you bring
analytical thinking
diploma
troubleshooting
article writing
customer service
mindset
- Analytical Thinking
- High-school diploma or equivalent.
- Knowledge of troubleshooting hardware and/or software
- Knowledgebase article writing
- 1-2 years experience in customer service in a IT industry-related field.
- Inductive and Deductive mindset
- SLA metric reporting will be required.
- Health and Dental plans
- Paid days off (i.e. vacation, sick days, bereavement leave)
- Employee and Family Assistance Program (EFAP)
- Service desk or help desk ticketing systems
- Employee referral program
- Retirement plans
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- 'candidates may be subject to background checks'
Company
Overview
- An investment company focused on technology and infrastructure growth.
- Entrepreneurial Spirit
- Collaboration
- Innovation
- Customer-Centric
- Integrity
- Agility
2050
Net Zero Target
The company is committed to achieving net-zero emissions by this year, reflecting a long-term environmental sustainability goal.
- Implemented energy-saving initiatives across operations.
- Focus on reducing carbon footprint through sustainable practices.
- Ongoing commitment to environmental responsibility in every area of the business.
- Focus on fostering an inclusive workplace.
- Commitment to diverse hiring practices.
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