Vitu

Vitu is a private equity backed (Accel-KKR) innovative SaaS company providing cutting-edge services to the motor vehicle industry. The company is continuing its exponential growth and looking for leaders and team members to support and drive its continued success. Vitu currently has offices in California, Florida, Illinois, Indiana, Minnesota, Montana, New Hampshire, Oregon, Pennsylvania, Texas and Virginia.

Field Technical Support, Level I

Position Overview

The Technical Support (field) team will focus on providing onsite technical support by resolving software issues and maintaining equipment for all Vitu clients.

The candidate best suited for the position will have excellent communication, training, troubleshooting and problem-solving skills. Someone who is self-motivated, goal oriented, punctual and has a great attitude. A clean driving record and current driver’s license is required. Saturday and/or extended office hours may be required. This is an entry level role but some background in computers is required.

Responsibilities

• Communicate with customers through various portals – Skype, Live Help, email, phone, JIRA

• Performs customer software setup and installation, as needed.

• Respond to all customer and employee inquiries and issues with a positive attitude.

• Ask targeted questions to diagnose problems.

• Research and lead users through diagnostic procedures to determine the root cause.

• Provide knowledgeable answers to customer questions related to errors found.

• Access customer information for troubleshooting issues and printing required paperwork.

• Provide domain expertise and advice, as needed.

• Provide excellent customer service to all Vitu customers.

• Ability to work in a high-production, fast-paced environment.

• Ability to manage multiple requests, multi-task and deliver requested work on time

• This position requires travel of up to 50 or more miles.

Preferred Experience

• At least 2 years in a technical support role.

• Connecting and troubleshooting USB peripheral devices

• Installing software or hardware; familiarity with browser plugins is a plus.

• Maintaining and repairing equipment.

• Troubleshooting different computer issues.

• Determining and implementing appropriate security measures.

• Configuring computer networks.

• Providing technical support on-site or via phone or email.

• Must be able to communicate highly technical information to a non-technical audience with ease.

• Strong attention to detail is required.