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Enterprise Technical Support Rep

4 months ago

Downers Grove, United States Stenograph Full time
The Company
Stenograph LLC is a world leader in the court reporting industry and has been in business for 85 years. Stenograph provides a full suite of products and software for dictation and transcription applications. The company offers shorthand writing machines and computer-aided transcription software for the information technology needs of the court reporting and captioning communities. The company also provides training materials and professional development courses for students and court reporting professionals. The company markets its products through its sales force and distributors in the United States and internationally.

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
The Enterprise Technical Support Representative will provide technical support via the telephone, email,
and text, to our end user, the court reporter, answering questions and resolving problems relating to
company marketed software and hardware products.

Job Description
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.
•Understand, review, and apply current departmental and company policies and procedures.
•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.
•Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth Wi-Fi and USB devices.
•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