Livefire Helpdesk Support - InVeris Training Solutions, Inc.

Livefire Helpdesk Support

InVeris Training Solutions is a global leader in integrated Live Fire and Virtual training solutions for military, law enforcement and commercial ranges.  We employee ~400 in 6 countries - US, UK, Australia, Canada, Singapore, and Holland, performing sales and service activities, with a majority of the engineering and production performed in Suwanee, GA.

Job Designation

Under the direction of the Customer Support Service Repair Manager, this position is responsible for the Live Fire Military, LE and Commercial Helpdesk Support. Manages all appropriate call queues, create sales orders and update customer database accordingly. Assist with after hour calls, live fire repairs and travel on-site to customer location.

Job Core Responsibilities

• 100% Phone support – ability to speak clearly and provide clear and detail instructions.
• Able to troubleshoot technical issues in a timely manner.
• Read and interpret blueprints.
• Use basic measuring tools to verify drawing requirements.
• Work independently on projects with little to no supervision
• Attention to detail.
• Complete assigned tasks within tight deadlines
• Interpersonal – Ability to get along well with a variety of personalities and individuals.
• Think outside of the box in such a way as to produce a new concept or idea.
• Must be able to communicate effectively thru written, verbal, and electronic means.
• Able to travel and make reports 20% of the time.
• Backup Live Fire repair Technician
• Able to lift 50lbs.

Job Specifications

Education:  High School Minimum

 Skills & Abilities

• Solid working knowledge of a call center
• Strong troubleshooting and analytical skills to provide professional customer support.
• Need above average knowledge in computers and technical skills.
• Ability to read engineering drawings and technical descriptive documents.
• Ability to build and manage Customer relationships.
• Familiar with and able to use various hand tools, power tools, and general construction equipment.
• Ensure work site is safe through personal work habits, and maintain a teamwork environment.
• Familiar with Microsoft Office, Microsoft Operation system
• Technical background (IP/VPN/PCB board replacement/software’s)
• Team player

 Work Environment

Employee will be dealing with heavy steel plates, tools, and equipment.  Lifting will be required as will repetitiously bending, standing, and kneeling.  Proper personal protective equipment will be required at all job sites. (Hard Hat, Steel Toe Boots, Safety Vest, and Eye Protection) All safety requirements must meet OSHA standards.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

InVeris Training Solutions is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation. Contact Human Resources at ITS-HumanResources@inveristraining.com.

Experience

• Customer Service Experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)