Eyelit Inc. is seeking qualified applicants for the position of Technical Customer Support Representative to assist its ever-growing customer base and maintain its competitive edge.

Required Qualifications:

• Diploma or bachelor's degree in computer science, engineering, or equivalent work experience in a relevant field
• Good understanding of client and server side technologies
• Experience tracking incidents using service desk software (e.g. Remedy, Salesforce, etc.)

The Ideal Candidate Possesses:

• Strong customer focus
• Ability to organize and prioritize work to meet deadlines, resolve customer issues in a timely manner while handling multiple projects simultaneously
• Strong communication, analytical, and interpersonal skills
• Previous experience in customer service
• Motivated self-starter

Responsibilities/Expectations:

• Provide technical assistance to customers on the Eyelit Product Suite (e.g. MES, Asset Management software, etc.) by email, telephone or through remote control of the customer's environment
• Record incidents, determine root cause, and provide resolution
• Learn the technical aspects of MES software, such as typical customer use, known issues, and possible solutions
• Post resolutions and create new articles in the company knowledge base
• Must be able to clearly communicate with both technical and non-technical users
• Have the ability to learn independently with access to resources and minimal supervision
• Expected to continuously build on application knowledge through hands on experience
• Record and update issues in a ticket tracking system
• Must be able to answer technical questions and provide training to end users on software functionality when needed
• Compile and submit written documentation of resolutions to a knowledge-base
• Provide weekly reports to the Customer Support Manager
• Perform other related duties, as required