Customer Support Representative
ePayPolicy
Operations Technician
Verra Mobility
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona, California, Florida
Visit company websiteSalary
💰 $NaN - $25 per hour
Job Level
JuniorMid-Level
About the role
- The Operations Technician role provides remote support and incident management for 4 of the VCC pillars using device troubleshooting, photographic evaluation, and performance optimization.
- This position will require strong attention to detail, a high level of quality, strong problem-solving skills, dependability and demonstrated priority and time management skills.
- This position is part of our Field Service Organization.
- Troubleshoot and provide corrective action via a web-based repair program or direct communication with a field service technician(s)
- Manage and correlate multiple events to a single incident
- Work with multiple internal and external teams to restore service in a timely manner
- Communicate with customers and internal teams throughout an incident/repair
- Provide expert work order management through driving, following up and closure of assigned trouble tickets.
- Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s
- Ability to work in a fast-paced operational environment
- Able to recognize issues/defects that will impact implementation and monitoring
- Make recommendations based on customer expectations
- Effectively manage customer expectations (status and clear description of activities)
- Ability to work independently with minimal supervision
- Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
- Ability to learn in an 'on-the-job' training environment
- Ability to work all shifts in a 7x24x365 environment including rotating on call coverage
- Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality
Requirements
- Troubleshoot and provide corrective action via a web-based repair program or direct communication with a field service technician(s)
- Manage and correlate multiple events to a single incident
- Work with multiple internal and external teams to restore service in a timely manner
- Communicate with customers and internal teams throughout an incident/repair
- Provide expert work order management through driving, following up and closure of assigned trouble tickets.
- Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s
- Ability to work in a fast-paced operational environment
- Able to recognize issues/defects that will impact implementation and monitoring
- Make recommendations based on customer expectations
- Effectively manage customer expectations (status and clear description of activities)
- Ability to work independently with minimal supervision
- Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
- Ability to learn in an 'on-the-job' training environment
- Ability to work all shifts in a 7x24x365 environment including rotating on call coverage
- Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality
- 2 years of work experience in a role whose primary function covers one of the below areas or an associate degree.
- Customer service (Internal or Customer facing)
- Basic to intermediate troubleshooting of systems
- Microsoft office proficiency
- General awareness of computer systems, network management or ticketing systems
