Support Technician - Tier 1

HP Tuners LLC is a global leader in the automotive aftermarket, developing hardware and software for vehicle calibration. HP Tuners is seeking a Support Technician - Tier 1 to join our team onsite in Buffalo Grove, IL.

The Support Technician - Tier 1 promptly and professionally assists customers by diagnosing and resolving the most basic software issues within the HP Tuners production line using the tools and resources available.

This position reports to the Support Supervisor.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries, including incoming calls in the call center and customer emails, while ensuring a high standard of service and satisfaction.
• Use computerized systems to efficiently process RMA requests, interface upgrades and replacements.
• Answer the most basic technical questions from customers about products & parts (e.g., application keys, interface driver issues, etc.), providing remote software assistance as needed.
• Identify, diagnose, test, and resolve the most basic customer inquiries related to:

- License issues, including opening and interpreting a License.dat to locate specific licenses.

- Debug.dat issues.

- Internet issues, including those affecting internet required vehicles.

- Windows issues (.NET Framework, DPI Settings, etc.).

• Open tune files and navigate different parameter types.
• Perform read/write operations for a controller on the bench to replicate issues.
• Add channels and data log a controller on the bench using simple VCM Scanner Setup.
• Utilize MPVI and MPVI2 to read, write, and to data log modules (in vehicles).
• Navigate, edit, add, and use knowledgebase articles efficiently.
• Develop and maintain internal support documentation for process workflow and troubleshooting.
• Additional responsibility as business needs dictate.