Technical Customer Support Representative - EViD

Tallahassee, Florida
Customer Service /
Full Time /
On-site

Company Description
VR Systems is a tech company located in Tallahassee, FL that specializes in election software. We have more than 30 years experience working in the Florida elections community. With continual legislative and technological changes, we're always challenged to be nimble and innovative. Our elections software reaches all the way from the back-office database to the public facing web pages. We use the right tools to ensure our customers have the software they need to run successful elections.


Position Description
We are looking for a motivated Customer Support representative to join our team. VR Systems prides itself on providing effective, efficient software with a high-level of customer service to our election customers, and this position will have numerous opportunities for professional growth and for making  significant contributions as the company continues to expand. VR Systems has maintained a strong, stable customer base and has had continued business success. VR Systems strongly believes in finding employees whose job and task preferences naturally align with the Customer Support position and with the company's core values. This position would be ideal for you if you enjoy:

    • Helping people and being empathetic when you're resolving technical issues.
    • Continually learning new technologies, processes, and election procedures. 
    • See projects and support issues through to completion.
    • Have a passion  to solve a wide variety of technical issues and be a "digger."
    • Teaching or training others how to use technology.
    • Enjoy interacting with people over the phone and in email.

Normal Support Activities

    • Provide exemplary phone and email support for VR customers, assisting them with answering questions, troubleshooting technical issues, and the usage of products.
    • Must follow through when responding to customers and completing tasks to ensure that the customer’s needs have been thoroughly met or that the task has been accomplished to the manager’s satisfaction.
    • Keeps the product manager apprised of the status of critical customer support issues including but not limited to software problems, hardware problems, elections, deliveries, training, etc.
    • Should be attuned to customers’ needs and alert to spot difficulties, anomalies, non-intuitive procedure steps, and customer comprehension gaps to provide input on improvements to the web products design, operation, and documentation.
    • Record and document items and events in ticket tracking and bug tracking software.
    • Participate in conducting customer training. 
    • Organize and complete their own work assignments independently without direct supervision, although they will receive direction on prioritizing work from their Team Lead.
    • Interact daily with VR’s software engineers, customer support, other managers and company officers in the normal performance of their duties.  
    • Occasionally work during an evening or weekend to provide support during election cycles. 
    • This position may be required to back up other product areas.
    • Other duties as assigned.

EViD Specific Activities

    • Resolve complex problems for customers by providing technical guidance on hardware and software for the EViD.
    • Troubleshoot hardware and software issues related to the EViD platform.
    • Use SQL queries to troubleshoot and solve customer problems that may arise.
    • Perform acceptance tests on new hardware products. Help with shipping and receiving hardware.
    • Help maintain inventory of hardware assets. 
    • Ability to lift equipment and hardware of at least 50 pounds.

Requirements

    • A bachelor's degree in a related field.
    • Ability to absorb many skills quickly and show great flexibility in adapting to changing needs.
    • Strong analytical skills to identify defects, troubleshoot issues, and recommend solutions. Must be able to analyze complex problems and develop solutions to make sure the product meets the required quality standards.
    • Must enjoy working with people and relate well to others but must also be able to focus on and resolve tasks independently and must be a self-starter.
    • Written communication skills are important. Verbal and interpersonal communication skills are essential. The job requires attention  to getting the details right as well as understanding the whole picture.
    • Should be able to learn to use our products quickly and must enjoy working in a professional team environment.
    • Act with high integrity and commitment toward the company's mission.

Physical Requirements

    • Ability to sit at a desk for one or more hours at a time.
    • Ability to operate computers and other equipment in the office.

Benefits

    • The ability to be a member of our employee-owned company (ESOP) since VR Systems is 100% owned by the employees.
    • An annual salary commensurate with your experience and work-related skills
    • Hybrid work from home schedule after onboarding
    • 100% health and dental insurance premiums covered for the employee.
    • 50% health and dental insurance for employee dependents
    • Long-term disability and life insurance coverage
    • Matching contributions to a 401k plan
    • Paid vacation and personal time
Travel
Due to the requirement to travel to customers' sites, employees must be able to obtain and maintain a valid Florida Driver's license.