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Enterprise Technical Support Rep

3 months ago

Downers Grove, United States Stenograph LLC Full time

**The Company**

Stenograph is solely owned by The Heico Companies, LLC, a privately held, $2B revenue company that specializes in acquiring distressed assets, improving their performance, and holding them for the long term. The Heico Companies manages diverse businesses through four platforms: Metal Processing, Construction, Ancra, and Pettibone.

**The Position**
and text, to our end user, the court reporter, answering questions and resolving problems relating to
company marketed software and hardware products.
- Primary Responsibilities_
- Provide efficient, accurate, professional technical support to customers and company employees with a focus on outstanding customer service.
- Be available to answer customer calls promptly during scheduled hours of operation and maintain an availability percentage of at least 70%.
- Use rigorous logic and troubleshooting methods to find effective solutions.
- Practice attentive and active listening.
- Achieve and maintain technical competency.
- Stay up to date with the latest technologies.
- Test new hardware and software.
- Resolve issues with our hardware and software.
- Keep records of customer interactions, create orders, leads and service documents in the company database.
- Create technical documents for departmental and customer use.

**Job Requirements**
- Minimum of 3 years of experience in technical support to customer service role.
- Hybrid work schedule
- Remote rotating weekend and overnights shifts required.
- Prior experience with sound mixing software a plus.
- Prior experience with audio recording hardware a plus.
- Previous technical support or related technical experience a plus.
- Ability to maintain a positive attitude and professional manner within a customer service environment.
- Reliable and punctual attendance.
- Good problem solving and communication skills.

EOE M/F/D/V