Innovative ControlSystems (ICS) is part of OPW VWS, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. We have an immediate need for Technical Support Representativesat our Bethlehem offices. Excellent benefits package with health, dental, vision, disability & life insurance. Paid time off, including community service days as well as an on-site Cafeteria and Employee Fitness Center.

Technical Support Representatives provide first level techniacl support to valid users of ICS's products and services. Troubleshooting and resolving problems via telephone, remote desktop tools, and other supported resources utilizing the ITIL Standards of problem resolution. This position may also provide customer training and couseling on best practices to maximize the ICS systems. Hardware supported by this role includes PCs, controllers, entry gates, firewalls and networking, cameras, RFID systems, kiosks, and all associated peripherals.

Essential Duties and Responsibilities:

• Installation of updates/patches/upgrades and custom marketing graphics
• Assisting customers with ICS windows based software and hardware
• Troubleshooting issues with components
• Maintain a professional and positive demeanor while in the call center or away on company business.
• Identify problem and course of action within time limit set by call priority.
• Utilize available detail screens to quickly resolve issue.and escalate to Tier 2 queue if needed
• Notify Customer Service Manager if COA hasn't been achieved within allowable time limit.
• Other duties as assigned

Requirements:

• Associates degree in Computer Science or related fieldor equivalent from Two-year College or technical school and/or equivalent work experience.
• Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.
• Strong communication skills, especiallyover the phone
• Able to display empathy with concerned customers
• Available to work weekends on a rotating schedule
• Available for a rotating on call schedule
• Ability to travel over night when called upon.
• Ability to work holidays on a rotating basis
• Ability to train others.

Desired Characteristics:

• Six months or more of directly related customer service experience and/or equivalent in-house training. Previous contact center experience a plus.