Technical Support Representative in Downers Grove, IL at STENOGRAPH, LLC at The HEICO Companies, LLC in Downers Grove, Illinois

Job Description:

Job Description



The Company


Stenograph LLC is a world leader in the legal transcription industry with a legacy of excellence spanning 85 years, serving a global clientele. Stenograph is at the forefront of legal transcription innovation providing a comprehensive suite of cutting-edge technology designed to empower legal and transcription professionals. Our team's extensive knowledge, experience, and dedication have earned us the reputation as a trusted industry leader. To help us achieve this, we surround ourselves with creative and empowered team members who exemplify our core values of customer focus, quality, continuous learning, commitment, and collaboration.

Stenograph offers the most advanced stenographic machines and computer-aided transcription software for the unique technology needs required by court reporters and captioners. In addition, Stenograph's custom-built automatic speech recognition technology and productivity solutions are designed to benefit all stakeholders of the deposition and legal industry, including digital reporters, transcriptionists, and agencies. We are uniquely positioned as the only provider of a complete end-to-end integrated solution, providing our customers with tools and solutions to capture and produce an accurate verbatim transcript. Our team also provides training materials and professional development courses, that provide our customers with the tools and expertise needed to thrive in the fast-paced industry. Stenograph's support, commitment, and advocacy have solidified our position as a respected industry leader.

Stenograph is owned by The Heico Companies, LLC, and is a certified Woman-owned Business Enterprise (WBE). For over 40 years, The Heico Companies has delivered sustainability to their businesses while maintaining their entrepreneurial spirit. They now have over 9,000 employees and over 78 operating companies on 5 continents and generate more than $3.3 billion dollars in revenue. The Heico Companies believe that great, game-changing ideas can come from anyone, anywhere in our organization.


The Position


The Technical Support Representative will provide technical support via the telephone, email, and text, to our end user, the court reporter, answering questions and resolving problems relating to company marketed software and hardware products.


Job Description



Primary Responsibilities

• Provide efficient, accurate, professional technical support to customers and company employees with a focus on outstanding customer service.
• Be available to answer customer calls promptly during scheduled hours of operation and maintain an availability percentage of at least 70%.
• Use rigorous logic and troubleshooting methods to find effective solutions.
• Practice attentive and active listening.
• Achieve and maintain technical competency.
• Stay up to date with the latest technologies.
• Test new hardware and software.
• Resolve issues with our hardware and software.
• Understand, review, and apply current departmental and company policies and procedures.
• Keep records of customer interactions, create orders, leads and service documents in the company database.
• Create technical documents for departmental and customer use.

• Associate degree or better, or related business experience.
• Previous technical support or related technical experience a plus.
• Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth Wi-Fi and USB devices.
• Ability to maintain a positive attitude and professional manner within a customer service environment.
• Reliable and punctual attendance.
• Good problem solving and communication skills.