ETC is a leading Intelligent Transportation Systems company in the US. Since 1999, ETC delivers innovative solutions to the toll and smart mobility industries that increase mobility, improve operational efficiency, and support high levels of customer service. We are a recognized expert in the field of information systems for the transportation industry. Today, we service three of the top 15 toll authorities in the United States. Our solutions process over 2 billion toll transactions per year at the most technically advanced toll authorities in the industry.

The industry has total revenues nearing $20B and has We are experiencing steady growth in this $20B industry as government agencies look for new ways of making roadways safer, covering the costs of construction and maintenance, and optimizing traffic flow.

Join ETC as a Technical Support Specialist II to help us deliver technical excellence and outstanding customer service in a team environment, where each member radiates our core values of integrity, excellence, collaboration, innovation, and passion. Our corporate office is located in the DFW area and Richardson, TX specifically. This opportunity is for someone to work at the corporate office in the DFW area as a hybrid schedule coming into the office on Tuesdays and Thursdays to work, attend meetings and events.

Job Summary

This position will respond to and support Toll System customer issues as they arise. This position will be customer facing and will perform L1 phone/email/chat support. The role will also perform Liaison and escalation duties to the L2 staff of System Administrators, Roadside Administrators, and DBAs. The role will require an individual that possesses the unique blend of customer orientation, technical acumen, and process discipline. As a level II technician the candidate is responsible for escalations and communications as appropriate. Candidates must have strong work ethic and possess the ability to work with minimal supervision.

Essential Functions (fundamental, crucial job duties performed in a position. include how the person is to perform them including frequency of tasks)

• Responsible for active monitoring of production systems. Will verify and communicate status of daily/nightly monitoring tasks.
• Actively monitors phone/email/chat for inbound requests, alerts, and questions.
• Will conduct response, tracking, triage, escalation, and coordination for incidents, problems, changes, and requests reported by ETC customers and Vendors in the Tolling Industry.
• Will ensure that response activities meet all required Key Performance Indicators (KPI) as required per customer contractual requirements.
• Will support the preparation of performance statistics and reports.
• Will administer user accounts, per provisioning guidelines and standards, in Active Directory, 3rd party tools, as well as internal applications.
• Troubleshoot and resolve routine user issues using both experience and runbooks.
• Provide feedback regarding support knowledge base and documentation to creator.
• Create/maintain secondary support documentation for tips/FAQs/work arounds.
• Demonstrate regular and predictable attendance for assigned shift.

Required Experience:

Competencies (knowledge, skills, and abilities the person needs to do the job)

• Ability to learn how to triage and understand highly technical software and hardware problems
• Excellent verbal communication and written email skills. Willingness to go the extra mile to support the customer.
• Very well organized and possesses the ability to prioritize and coordinate multiple tracks concurrently
• Can Provide technical assistance and support for all incoming queries and issues related to computer systems, software, (IVR) and hardware based on established runbooks and training

Required Education and Experience

• Highschool Diploma or equivalent required
• 2 or more years working in a Support Services/Help Desk environment
• Experience with SQL or running SQL queries.
• Experience with several help desk tools and access control systems.
• Experience with Windows patching preferred
• ServiceNow experience a plus.

Preferred Education and Experience

Some college preferred

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Electronic Transaction Consultants provides equal opportunity to all employees and applicants for employment, promotions, and transfers without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristics in accordance with applicable federal, state and local laws.

From: Electronic Transaction Consultants