Overview

ViaPath is looking for a Representative 3, Facility Support (FS3) to join our team in our Tech Support department. The Representative 3, Facility Support (FS3) is someone who cares about the client success, is technically savvy, and has experience troubleshooting technology issues. The position is responsible for answering and resolving technical support issues that our customers encounter. Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our customers. Technical Support Reps take pride in their high‑quality work and thrive in a fast‑paced environment where they are constantly learning new things. They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the "why" when a customer has a concern and are quick in finding an appropriate solution.

Postition will be a remote based position in Dallas, TX. To be considered for this role, you must reside in the Dallas, TX metro area.

Shift is: 3:00PM - 12:00AM, Monday-Friday

Responsibilities

Serves as an Ambassador for ViaPath
Provide escalated technical support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow‑up, escalations, and reporting) in ticket and tracking software applications
Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
Excellence in becoming Subject Matter Experts (SME) for all products within Viapath
Communicate with the customers and give them a comfort level that their issue is being properly addressed
Provides coverage for escalated issues from Facility Support peers and handling according to policy and procedures.
Provides advanced testing, setup, troubleshooting of client software installations, test platforms, and equipment
Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to manager
Other duties as assigned such as inmate request handling, data entry, etc.

Qualifications

High School Diploma or GED required; technical degree/diploma preferred
3+ years of experience in a high-volume Technical Support, Helpdesk or Call Center environment
Relevant experience managing performing development work
Advanced knowledge of troubleshooting of industry standard software packages including but not limited to:
- Microsoft Office (Word, Excel, Outlook, etc.)
- Browsers: Internet Explorer, Google Chrome, Apple Safari
- Operating Systems: Microsoft Windows required, Mac OS 10+ is desired
- Remote connectivity tools such as VPN, RDP, VNC is desired
- Advanced Networking Knowledge such as configuration of TCP/IP, Routing, Hardware, Commands, and Troubleshooting
Preferred Skills:
- Android OS / iOS Troubleshooting is desired
- Linux knowledge/troubleshooting is desired
- Database Skills such as query and scripting in MS SQL
Quick to identify problems, form solutions, and execute step‑by‑step troubleshooting procedures
Strong interpersonal and communication skills including excellent listening, conflict resolution and customer empathy
Ability to work in a fast‑paced environment and multi‑task on work assignments
Strong organizational skills
Able to work independently and in a team environment
Excellent research and documentation skills
Ability and interest to learn proprietary systems
Must have high attention to detail
Schedules may vary based on business need

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy‑related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

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ViaPath Technologies