Technical Support 1

Resolves internal and external customer concerns raised during installation, operation, maintenance, or product application or compatibility matters in a manner that support the achievement of VSP Vision’s satisfaction, growth, and operational excellence goals. Troubleshoots problems with software applications and recommends corrective action Implement internal escalation processes and collaborate in the development of procedures, methods, best practices, and documentation to provide consistent and reliable, and excellent technical service Analyze, reproduce, troubleshoot, and resolve technical issues related to the specific and general functionality of VSP Vision product/software (internal or external) and (if applicable) associated third-party integrations Maintain an in-depth knowledge of the VSP Vision products/software Document customer (internal or external) information and recurring technical issues to enhance product quality programs and product development Act as a customer advocate, championing issues that have an impact on customer operations as they relate to VSP Global products/software Utilizes multiple systems/tools to troubleshoot a variety of issues and partners with various departments to ensure software products meet the needs of the customer Job Specifications Typically has the following skills or abilities: Bachelor’s degree in Business Administration, Computer Science, or related field; in lieu of degree 4 years functional experience Basic understanding of network, server, and software methodologies and how they relate Demonstrated interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities High degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity Available to work any shift, including weekends, holidays, and/or overnight Effective verbal and written communication skills including business writing, grammar, and punctuation to correspond with customers via letter, email, and webchat Ability to communicate and collaborate across multiple teams and locations Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities Demonstrated ability to learn, support change management, and assimilate new information quickly Ability to use independent judgment/discretion for problem escalation on more complex issues or situations and coach less experienced representatives in basic procedures #LI-HYBRID #LI-EYEFINITY Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses, equity and commissions. For more information regarding VSP Vision benefits, please click here. Salary Range: 0 - 0 VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing. As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies. Why VSP Vision? When you become a VSPeep, you join a group of thinkers, doers, adventurers, risk-takers, and boundary pushers who think outside the peripheral to develop products, programs, and services that help create a world where everyone can bring their best vision to life. Our goal to be a diverse, equitable, and inclusive company isn't a fixed destination but rather a constant endeavor to learn, grow, and drive positive change. We strive continually to enhance the lives of each of our employees, members, stakeholders, and communities. Join the power of our purpose and check out job opportunities with VSP Vision and its strategic businesses, including: VSP Vision Care, Marchon Eyewear, Altair Eyewear, VSP Optics, Eyefinity EHR, VSP Retail, VSP Ventures, and Eyes of Hope (our charitable giving platform).