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Technical Support - Tier 2 & 3

Company: OxeFit
Location: Pensacola
Posted on: January 5, 2022

Job Description:

OxeFit is seeking an experienced Technical Support Tier 2 & Tier 3 to administer a variety of technical projects related to set up, maintenance, and support of OxeFit's line of hardware / software products. This position will serve as a general technical support specialist by taking incoming requests from various OxeFit technicians and customers. Additionally, this position will have a shared responsibility of extended support which may include "on call" evening, night, or weekend shifts.

Essential Functions:

  • Provide technical (Help Desk) support to customers.
  • Handle implementation and core product guidance
  • Manage lower priority bugs, dispute resolutions, or triage
  • Managing technical escalations and more advanced inquiries that are beyond the skills or knowledge of Tier 1 customer service representatives.
  • Manage ticketing system and respond in a timely manner.
  • Prioritize support tickets and know when to escalate.
  • Advise and help in implementation of technology during training system development.
  • Develop and support methods and procedures for synchronous technology adoption.
  • Assist in the development and creation of documentation and support materials.
  • Provide technical support internally.
  • Maintain learning management systems.
  • Provide remote troubleshooting solutions.
  • Work closely with other departments for collaborating IT projects.
  • Train other staff and stakeholders on technical issues as needed.
  • Light design and programming may be required.
  • Analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.
  • Develop and recommend cost effective technical system improvements.
  • Other duties outlined by the Chief of Business Operations.Education and Experience:
    • Required- Bachelor's degree in engineering, information technology, systems, or related field
    • 2+ years system administrator or customer facing technical support
    • Ability to document maintenance, testing, configuration changes, production, and repair activities
    • Strong communication and collaboration
    • Experience with Zendesk, Freshdesk, Help Scout, Groove, LiveAgent, Front, Zoho Deks, Azure Desk, or similar cloud-based help desk software.What makes you stand out:
      • Knowledge and/or experience with HTML/CSS
      • Experience with integrated hardware-software products
      • Experience with cloud-based help desk software
      • Experience as a software developer
      • Passion for strength training or consumer technology solutions
        Workauthorization: Must be authorized to work in the United States. OxeFit will not sponsor employment visa.
        What you can expect:
        • Equity ownership participation
        • Comprehensive benefit package and employer sponsored memberships
        • A fun, challenging, and engaging start-up environment
        • Agile, self-managed, self-organized teams
        • A culture driven by innovation and team-focused engagement
        • An entity that is committed to personal growth and opportunity
        • Ability to work with cutting-edge and emerging technologies

          OxeFit is a stealth-mode startup corporation with offices located in Florida and Texas. We are focused on delivering a first of its kind solution that will transform the strength training and fitness industry. We are building a team of talented and motivated people who will have a career-defining opportunity to build a company from the ground up.
          EEO Statement - OxeFit, Inc. is an equal opportunity employer that is committed to diversifying its workforce. OxeFit, Inc does not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
          The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Keywords: OxeFit, Pensacola , Technical Support - Tier 2 & 3, IT / Software / Systems , Pensacola, Florida

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