The Technical Support Representative (TSR) fills a critical role at RizePoint, a rapidly growing company specializing in cloud-based software for large enterprises in the food, hospitality, and retail industries. The TSR assists end-users and administrators to have the best experience possible using RizePoint products and services by performing the following duties.

Essential Duties and Responsibilities

• Provide administrative and implementation support for client administrators as defined within the scope of service agreements, or as needed if no service agreement exists
• Practicing proper escalation when needed
• Provide reporting and updated statuses regularly, or as needed, related to issues and implementation
• Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with RizePoint-supported hardware, software, and other computer-related technologies
• Corresponds with users in the most efficient manner to collect information about the problem, and leads users through diagnostic procedures to determine the source of error documenting the steps to recreate the issue
• Handles problem recognition, research, isolation, resolution, and follow-up (with the client)
• Logs and tracks issues using RizePoint's support site
• Manages issues through to closure ensuring timely resolution
• Maintains client relationships within the industry
• Reviews and tests items implemented for quality and accuracy

Qualifications and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Education/Experience: 0-2 years of related experience working directly with customers
• Leadership: Demonstrates the ability to guide, train, or direct others in successfully completing their work or in achieving a common goal
• Technical Ability: Experience supporting and using Microsoft Office applications, Windows, iOS, and Android platforms required. Experience with SQL, JavaScript, and Zendesk is a plus.
• Understand how to troubleshoot a technical issue from a remote location using common tools, such as GoToMeeting and Microsoft Teams.
• Ability to understand and triage performance problems in a software product
• Ability to clearly reproduce and document customer behaviors for consumption by technical teams
• Ability to translate technical language into customer-friendly terms to explain problems and solutions to internal stakeholders and customers
• Language Ability: Strong communication skills, oral and written, required. Ability to read and comprehend complex instructions. Ability to effectively present and communicate technical information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form. Ability to analyze and explain requirements and architect solutions to satisfy the requirements.
• Teamwork: Demonstrates the ability to work together toward the completion of a common goal and achieve it in the highest standard without personal prominence or recognition
• Problem Solving: Demonstrates the ability to complete one's work when obstacles are encountered which may prevent the completion of that task. Recognizes a more cost-effective method of performing one's duties.
• Job Knowledge: Demonstrates a clear understanding of one's work and its integral relationship to other employees and departments in the achievement of an objective

Company Overview

RizePoint is the global leader in software solutions that proactively safeguard enterprise compliance for both internally imposed standards and externally-imposed regulations. RizePoint builds and protects brand equity by enabling a consistent customer experience. Our clients gather better data, see necessary actions earlier, and act faster to correct issues before they become costly liabilities. Considered the industry standard for food service, hospitality, and retail, RizePoint mobile, and cloud-based solutions serve nearly 2 million audits with 200 million questions answered annually. RizePoint's headquarters are in Salt Lake City, Utah. For more information, visit RizePoint.com.

Additional Details:

Reports To: Technical Support Supervisor

Type: Full-Time, Hourly, Non-Exempt

Base Pay: Competitive pay commensurate with experience

Other: Located in Cottonwood Heights, UT. The position is available to work remotely upon completion of in-person training at our corporate office. There will be other days/times where TSR's may be asked to work in office, on occasion.