Technical Support Representative

Technical Support Representative

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.

Spacetalk is a proud Australian company with over 20 years' experience in child safety and communications technology, helping families stay confidently connected with devices designed to be simply safer. Our devices are sold by major retailers and TELCO's in Australia, New Zealand, UK—and now in North America. Behind our success is an experienced global team of talented people relentlessly pushing new boundaries in technology. We're one big family and we're passionate about helping your family stay connected.

Position Summary:

As a Technical Support Representative, you will be responsible for providing technical support to customers while overseeing and coordinating the technical operations within the customer service team. This role ensures the successful execution of projects and maintenance activities.

Role and Responsibilities:

• Ticket Management:
  • Manage and prioritize incoming support tickets from schools.
  • Ensure timely and accurate responses to resolve issues efficiently.
• Troubleshooting & Issue Resolution:
  • Diagnose and troubleshoot connectivity, configuration, and software-related issues.
  • Provide guidance and technical solutions to ensure optimal system performance.
  • Utilize logs and monitoring tools to identify root causes and implement long-term fixes.
• SQL Database Support:
  • Monitor and troubleshoot issues related to MSSQL databases.
  • Ensure database performance and integrity and support the syncing of data between local systems and cloud-based platforms.
• Coordination with Schools:
  • Arrange and conduct dial-in support sessions when hands-on assistance is needed.
  • Collaborate with school technical staff to ensure efficient troubleshooting and resolution of issues.
• System Support & Maintenance:
  • Ensure that local MessageYou systems are functioning properly and syncing with our cloud-based platforms, including MessageCentre.
  • Monitor database connections (MSSQL) and other integrated systems for performance and integrity.
• Documentation & Reporting:
  • Document common issues and their resolutions for internal knowledge sharing.
  • Provide detailed feedback on recurring issues and offer suggestions for system improvements.
• Collaboration:
  • Work closely with the engineering and product teams to escalate and resolve complex technical problems.
  • Coordinate with schools to gather feedback and improve the overall user experience.

Qualifications:

• Must be able to work full time, 40 hrs per week
• Able to work on the ff. schedule: 8 am EST-5 PM PST Monday-Friday
• Excellent English communication skills both verbal and written
• Can work independently and in a team.
• Experience:
  • 3+ years in a technical support or IT troubleshooting role.
  • Experience managing support tickets and providing excellent customer service.
  • Knowledge of SQL, with experience working with MSSQL databases.
  • Familiarity with connectivity, configuration, and system integration issues.
• Technical Skills:
  • Proficiency in SQL and database management (MSSQL).
  • Strong understanding of networking concepts and troubleshooting.
  • Experience with remote desktop software and tools for conducting dial-in sessions.
• Soft Skills:
  • Strong communication and interpersonal skills for liaising with school staff and internal teams.
  • Excellent problem-solving abilities and a proactive attitude towards resolving technical issues.
• Other Requirements:
  • Ability to work independently and manage multiple priorities.
  • Strong organizational skills to document solutions and track support cases.