Technical Support RepresentativeBartlett & West
The Technical Support Representative is responsible for providing technical and problem resolution to end-users (clients) by performing a question diagnosis while guiding users through step-by-step solutions.
HOURS: 7:30a-4p (w/ 30minute lunch break) or 9:30a-6p (w/ 30 minute lunch break)
LOCATION: Ft. Worth, TX at BNSF onsite
Essential Functions & Responsibilities:
-Participate in testing and troubleshooting for two internally developed applications.
-Responsible for training of internal clients (field users) for two different applications (will involve travel initially); some training will be conducted face to face in the field, some training will be conducted via phone.
-Troubleshoot error messages and resolve issues for internal clients by identifying problems; researching answers; guiding internal client through corrective steps.
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences ?Responsible for passing along unresolved issues to 2nd level support for resolution.
-Stay current with system information, changes and updates
Education: High school diploma required. Technical school and/or some college strongly preferred.
Experience: Six months - three years' experience working in a technical support role required.
Past customer service experience required.
Travel Expectations: Must be able to travel in-state and out-of-state on occasion, which usually would consist of training field staff. Travel will be heavier in the beginning of the project; individual could expect to be traveling for up to two weeks at a time. Once the majority of the field staff has been trained, travel will be limited. Expenses associated with travel will be covered by the client.
Note: This is a temporary position with an expected end date of 12-31-18. That date may be shortened or extended depending on the needs of the client.
*Post offer, pre-employment drug and background checks will be required. This job description is not designed to cover or contain a listing of all functions and responsibilities that are required of this position. Employee owners are expected to take on additional responsibilities as requested.
Bartlett & West partners with businesses and communities to build smarter, stronger, more connected infrastructure. From railroad GIS to industrial parks and city planning, we provide innovative technology and engineering solutions to clients worldwide. With deep industry knowledge and a passion for creative problem solving, we engineer better tomorrows.
Bartlett & West is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, status as a protected veteran or status as a qualified individual with disability.