VIVA USA Inc Back Office Support Operator in Austin, Texas
Req Ref No: RPTXBO803 Location: Austin, TX Duration: 4 Months
This position is responsible for technical analysis and troubleshooting of our EMS (energy management system) with a focus on customer relations and specific client needs. Supports customer specific enterprise needs by troubleshooting and updating client on all energy management issues found. This will include answering all incoming correspondences, assisting callers for tier 1 issues, ordering parts, creating quotes for labor and materials, dispatching resources to further investigate on site, communicating with client representatives to inform of status' and resolution recommendations. Ability to tailor processes to best meet the needs of the client, through understanding their goals and acting appropriately to meet those requests. Using various software and service automation tools to best analyze the state of devices across the client enterprise; and providing solutions on best resolution steps. Requires constant updates to the data warehouse platforms used to track and monitor status of site and history of events. Efficiency and exceptional client communications are crucial to success.
Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery. Processes incoming orders, inquiries and/or requests regarding products and/or services. Performs order management for assigned customers, manages and files clients' information in the information system. Supports customer remotely and onsite, and provides 1st level user support in case of arising issues. Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers. Cooperates with clients and sales representatives to clarify orders and issues. Participates in investigating and resolving commercial and/or technical problems. Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions. In general: Thinking is within the frame of diverse procedures. Performs "trouble shooting", by applying background understanding of processes or incidents in order to analyze and resolve operational problems with given procedures, in a well-known environment. Thinking is about evaluating and selecting appropriate set of measures, and about applying the right set of tools and processes, issue handling may exceed day-to-day horizon quite regularly, and embraces planning and acting for up to few weeks ahead. "Semi-professional Technician / Administrator": Vocationally trained positions that need both practical and theoretical understanding and some significant advanced vocational experience to perform broad range of varying tasks and issues, in related field of work. Work performed is still procedurized, however issues and problems arising needs accountable addressing and solution by incumbent. In general can be found in all areas: In Administration: Broad scope of tasks and accountabilities within one functional area needs to be managed by senior experienced incumbent. Non-routine inquiries and issues occur regularily and need to be solved instantly, with a certain degree of authority and bindingness towards (internal and external) customers.In Technical Areas: Incumbents deliver specialized support service towards (internal and external) customers - i.e. in maintenance, local on-site construction solutions, technical development or testing support, etc.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.