Support Center Representative

Overview Herzog Technologies, Inc. is currently seeking a Support Center Representative in Fort Worth, TX to join our team. The Support Center Representative is responsible for providing technical assistance and support related to computer systems, hardware, or software. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Respond to several Railroads PTC, signal, emergency, and all general inquiry calls. We are currently hiring for the 12am-8am shift. Scheduled days will vary and will include weekends. Duties and Responsibilities Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by users. Walk the users through the problem-solving process. Serve as the first point of contact for customers seeking technical assistance over the phone or email. Effectively receive incoming request for support from internal and external customers regarding signals, railroad crossings and emergencies. Data entry, record events, problems, and their resolution in ticketing systems. Mange inbound and outbound calls in a timely manner. Identify customer’s needs, clarify information, research every issue, and provide solutions and or alternatives. Follow up with users to ensure issue has been resolved. Immediately notify management of unusual occurrences or of calls requiring escalation. Efficiently use a variety of technologies such as Microsoft Active Directory, Exchange, and Office 365 Administration. Ability to work variable shifts. Ability to handle stressed or emergency situations with poise and professionalism. Ability to multitask, set priorities and manage time effectively. Adhering to all company policies and procedures Regular and consistent engagement, participation and promotion of Herzog’s Culture and its essential behaviors are a requirement for this position. Regular and predictable attendance and punctuality are a requirement for this position Other duties as assigned. Qualifications High school diploma or equivalent. 1-2 years of computer/call center support experience preferred. A+ certification is a plus. Railroad experience is a plus, but not required. Experience with Microsoft Windows, Server, and Office 365. Good understanding of computer systems, mobile and VoIP devices and other technology products. Active Listening and Communication Skills. Works well in team environment. Pre-Employment Requirements Subject to pre-employment background check and motor vehicle report review. Subject to pre-employment physical, medical evaluation, and drug screen. Successfully complete and maintain any required safety certification and testing on an annual basis. Physical Requirements Work primarily in an office environment. Frequently sits for extended periods of time. Frequently use a computer keyboard and office related equipment. Requires occasional standing, walking, lifting, stooping or bending. Must successfully pass color/vision examinations as required by the position. Must be able to hear and distinguish auditory signals as required by the position. Safety Herzog is nationally recognized for its excellent corporate safety record which results from all employees at all levels, in all positions adhering to established policies and procedures. Reporting any and all safety violations to your immediate supervisor is a prerequisite for continued employment. Safety diligence by all results in a safe work environment for all. Benefits Herzog offers a robust benefits package including medical and dental coverage. The plans are specific to projects and locations. Why Herzog Founded in 1969, Herzog is headquartered in St. Joseph, Missouri, with a satellite office in Fort Worth, Texas. Over the course of our 50+ year history, Herzog has become a national leader in the construction, operations and maintenance of commuter rail, light rail, streetcar, and freight rail projects. We believe our culture is at the heart of our existence. It is that belief which empowers every member of our professional family to act with purpose and passion as they advance their career throughout their personal pursuit of excellence. Backed by over five decades of experience, Herzog delivers exceptional customer service and elite results. Our success is the outcome of our relentless pursuit of excellence, our passion for our customers, safety without compromise, and a deep-rooted belief in the power of team. We invite you to join us on our journey to excellence as we work to be better today than yesterday and better tomorrow than today. It is the policy of Herzog Technologies, Inc. to provide equal opportunity in employment for all qualified individuals regardless of race, color, religion, ethnicity, national origin, ancestry, disability, medical condition, age, citizenship, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, genetic information, military status, veteran status, and any other characteristic protected by law. #J-18808-Ljbffr Herzog