Technical Support Agent

MPi is a growing company that provides service repair solutions in the automotive industry nationwide. This is a Full Time position in Las Vegas, NV. Relocation is not available for this position. We are looking for individuals that want to build a career with us!

 

Responsibilities:

¨  Agents will be responsible for all incoming phone calls and emails to MPi Support.

¨  Agents will be responsible for technically understanding the workings of all internal MPi products for resolutions with the customer.

¨  Must understand all basic navigation of EDGE.

¨  Must be able to access the customer’s site via Net Meeting or any other tool used at MPi for monitoring and resolution of customer issues.

¨  Must understand the detail of the system with the ability to ask the correct questions for case escalation when resolution cannot be made during the call.

¨  Agents will be responsible for documenting each call with a case in CRM.

¨  Agents will be responsible for monitoring case aging and keeping all cases within the guidelines set by the Department Manager. 

¨  Agents will be responsible for updating knowledge base articles as needed when new issues are found and resolved.

¨  Agents will be responsible for UAT of any new EDGE software release from the Vegas Lab to validate it is ready for delivery to customers.

¨  Agents will be responsible for proactive monitoring off Nagios alerts to ensure uptime for our clients.

 

Requirements:

¨  Minimal of 3 years customer service inbound technical or customer support work.

¨  Excellent written and verbal communication skills.

¨  Extensive computer knowledge of basic navigation and ability to learn new software systems quickly.

¨  Strong understanding of networking systems.

¨  Problem Solving & Troubleshooting skills, interpersonal communications, and phone etiquette skills.

¨  Ability to research solutions using non-company information sources.

¨  Excellent documentation skills.

¨  Ability to manage a case load with follow through, follow ups, and accountability for timely resolution.

 

Benefits Information:
Competitive Benefits Package includes:  Medical, Dental, Vision and Rx coverage, 401k, employee & dependent life insurance, disability insurance, 3 weeks paid vacation, paid holidays, paid sick time, tuition reimbursement, and Work/Life resources.

Contact Information:

If you want to learn more about us, please visit our website at www.mpifix.com Interested candidates please send your resume to nvjobs@mpifix.com or fax to:  1-866-294-6192 Attention: Travis

 

Drug Free Work Environment and Background Checks are conducted.