Tier 1 Technical Support Representative

Tier 1 Technical Support Representative Day Shift - 40 hours/week

$18/hour

Shifts:

Training Monday – Friday 7am – 4pm – Approx.

4 weeks

Permanent Shifts:

Monday – Friday 8am – 5pm

Or

Sunday – Thursday 10am – 7pm

General Job Description:

The Tier 1 Technical Support Representative will support our national and local Enterprise Business accounts by troubleshooting and/or resolving customer calls or cases by following set processes in an ever-changing environment.

This position must be able to adapt to changes quickly.

The Tier 1 Technical Support Representative is detail oriented, extremely well organized, and can communicate well with others.

This position should be able to work independently, act professionally in all aspects of this position, and work in an environment that can be very fast paced and challenging.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Answer inbound GPS troubleshooting calls (20-25 daily est.)


* Respond to inbound GPS troubleshooting emails, cases (20-30 daily est.)


* Track all troubleshooting activities in CRM system – Sales Force


* Must be able to work multiple systems at a time efficiently while on a call or working cases


* Learn, understand, and support multiple products and services within a technical support department


* Manage multiple support cases at one time as well as


* Meet support SLA’s and provide superior customer support


* Follow Knowledge Base Articles / create Technical Notes


* Work with support and/or product development personnel to troubleshoot and workaround product issues


* Advocate for the client to ensure timely and accurate issue resolution.


* Document and track client interactions and resolutions.


* Continuously improve knowledge of the company's products and services.

Job Requirements

Knowledge, Skills and Abilities:


* Excellent troubleshooting and customer service skills, including strong follow-up and the ability to examine, investigate, and solve dynamic problems with creative, out-of-the-box thinking.


* Good technical skills in Windows, Microsoft Office (particularly Excel), and CRM (Salesforce preferred), with a commitment to proactively staying current on the underlying technologies.


* Able to multitask across multiple computer applications at the same time to log and resolve support cases, and to adapt quickly to change.


* Able to listen, comprehend, and communicate effectively and clearly "on the fly."


* Recognize and escalate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations.


* Highly self-motivated, able to prioritize both time, cases and projects and work independently as well as with a team.


* Scheduling flexibility (support department will run 24x7).

Education and Experience:


* 1-3+ years high-tech customer...