Support Technician - Tier 1

Responsibilities

• Provide first-level technical support to users of car wash technology and equipment via telephone and remote desktop tools
• Troubleshoot and resolve hardware, software, and network issues utilizing ITIL standards
• Provide customer training and counseling on best practices to maximize system utility
• Maintain a professional and positive demeanor while managing call flows and customer interactions
• Identify root causes of technical problems and determine appropriate courses of action within set time limits
• Perform additional tasks including software maintenance, testing, and hardware diagnostics

Requirements

• Associates degree or equivalent experience from a two-year college or technical school
• 6+ months of directly related customer service experience
• Basic understanding of networking principles and computer hardware/software
• Proficiency with MS Office and fundamental knowledge of MS operating systems
• Ability to work a rotating schedule including weekends and holidays
• Ability to travel overnight when required to meet customer needs

Preferred Qualifications

• Previous experience in a contact center environment
• Background in electrical or mechanical troubleshooting

Benefits

• Competitive pay and 401K matching
• Paid time off and paid holidays
• Paid parental leave
• Company-provided short-term and long-term disability insurance
• Onsite cafeteria and gym access

About the Company

Innovative Control Systems (ICS) is a global leader in the manufacturing, installation, and support of car wash technology and equipment. As part of the Dover Corporation, ICS provides industry-leading solutions in POS management systems, payment terminals, and car wash controllers.