Technical Support 1

Troubleshoots problems with software applications and recommends corrective action

Implement internal escalation processes and collaborate in the development of procedures, methods, best practices, and documentation to provide consistent and reliable, and excellent technical service

Analyze, reproduce, troubleshoot, and resolve technical issues related to specific and general functionality of product/software (internal or external) and (if applicable) associated third-party integrations

Maintain an in-depth knowledge of the products/software

Document customer (internal or external) information and recurring technical issues to enhance product quality programs and product development

Act as a customer advocate, championing issues which have an impact on customer operations as they relate to products/software

Utilizes multiple systems/tools to troubleshoot a variety of issues and partner with various departments to ensure software products meet the needs of the customer

Job Specifications

Typically has the following skills or abilities:

Bachelor's degree in Business Administration, Computer Science or related field; in lieu of degree 4 years functional experience

Basic understanding of network, server, and software methodologies and how they relate

Demonstrated interpersonal skills and technical product knowledge, and expertise are critical to responding to daily customer-centric activities

High degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity

Available to work any shift, including weekends, holidays, and/or overnight

Effective verbal and written communication skills including business writing, grammar, and punctuation to correspond with customers via letter, email, and webchat

Ability to communicate and collaborate across multiple teams and locations

Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities

Demonstrated ability to learn, support change management, and assimilate new information quickly

Ability to use independent judgment/discretion for problem escalation on more complex issues or situations, and coach less experienced representatives in basic procedures

#LI-EYEFINITY

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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