Technical Support

Join Our Team as a Technical Support Specialist
Company: Utility, Inc.
Location: Decatur, Ga
Job Type: Full-time
Salary: Based On Experience

About Us: #Utility is an innovative technology company that continually delivers groundbreaking digital systems for frontline professions that depend on speed, accuracy, easy-to-access data, and transparency in their work. Immerse yourself in our vibrant culture. At Utility Associates Inc., we foster a purpose-driven environment that values ethical practices and teamwork. We prioritize transparency and trust-building, creating a supportive atmosphere for growth and innovation. Our team wholeheartedly embraces diversity, promoting inclusive harmony. We highly value work-life balance and celebrate employees' contributions within a recognition-driven culture. Join us at Utility Associates Inc. for a fulfilling experience where positive impact and collaboration shape a brighter future.

Your Role: Reporting to the Icall center manager. The TSS will be the first point of contact for customers seeking assistance. The TSS will provide technical support and escalation assistance by responding to customer's telephone and email inquiries. A TSS will escalate unresolved issues to the next tier of support, follow up, and update customer status and information.

What You'll Do:
Provide exceptional customer service to our customers and internal users.
Provide support and resolve issues via phone, email, and remote sessions.
They helped customers troubleshoot issues they encountered while using the software and provided actionable tips on resolving the problem.
Send technical documentation to customers who have lost or misplaced theirs.
Refer complex cases to a senior analyst or support tech.
Assume remote control over customers' computers when necessary to resolve problems.
Make hardware recommendations for customers whose machines cannot support the software.
Document cases, recommendations, and resolutions clearly in the CRM system.
Employees are expected to arrive on time and fully prepared for their scheduled shifts, maintaining regular and consistent attendance.

What You Bring:
High school diploma/GED required
Minimum 1-year experience in information technology or technical support
Network+ certification
Zendesk
Ability to work nights and weekends
Willingness to participate in on-call rotation
Familiarity with Windows operating systems
Basic knowledge of Networking, hardware, Linux, and PC
Strong attention to details

ABOUT YOU
Passionate: You love what you do and have a positive attitude. You care about your teammates and the results of your work while demonstrating humility.
Coachable: Open to feedback and continual professional improvement. Flexible and adaptable.
High Standards: Quality orientation. Follow through on commitments. A doer who gets it done.
Efficient: Producer of significant output with minimal wasted effort. Excellent organizer, planner, and prioritizer.
Proactive: Self-starter who appropriately tackles problems and finds solutions.
Collaborative: Approaches work with a team-player mindset. Knowledgeable in your field while also humble and open to new information.
Emotional Intelligence: Exudes a high degree of self-awareness, embodies superb active listening skills, and has the ability to handle interpersonal relationships judiciously and empathetically. Always exercise good judgment while under pressure.
Communicator: Speaks and writes clearly and articulately. Likes to build strong relationships across the organization. Shows appreciation for others' views and input.
Resourceful: Ability to think creatively to source information.

Why join us? Utility provides a comprehensive program for our employees' five pillars of well-being and benefits:
Emotional Health: Paid Time Off – 3 weeks per calendar year
Physical Health: Selection of ten group health plans to fit every family situation – several are fully paid for employees and dependents. Dental, Vision, Flexible Spending, and Health Savings Accounts are available.
Social Health: Community Online Academy on a variety of courses for personal development
Professional Health: Tuition Reimbursement for College Courses and Continuing Education Expenses
Financial Health: Retirement Savings Plan with 100% match up to 4% with immediate vesting
Other Benefits: Voluntary Insurance, Basic Life AD&D, Critical Illness, and Accident Insurance
Enjoy a free chef-inspired lunch Monday through Thursday: The company provides a delicious chef-inspired lunch from Monday through Thursday, eliminating the need to worry about meal planning and preparation on those days.
Joining the team: We invite you to join our team. Please help us create superior utility products that have a lasting impact on our customers' lives. To apply, please email your resume detailing your relevant experience to recruiting@utility.com