Benefits/Perks
- Competitive Compensation
- Flexible Scheduling
- Career Growth Opportunities
- Fun, casual & collaborative work environment
- Flexible working hours & remote working opportunities
- Benefits including medical, dental, and paid vacation
- Monthly happy hours to spend time with your work family
Job Summary
The Technical Customer Support Tier 1 will assist customers with troubleshooting and incident creation to resolve customer trouble. In this position, they will be expected to support and resolve customer issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills and the willingness to learn and be trained and develop key technical skills.
The Technical Customer Support Tier 1 will assist customers with troubleshooting and incident creation to resolve customer trouble. In this position, they will be expected to support and resolve customer issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills and the willingness to learn and be trained and develop key technical skills.
Core Functions
- Provide first-level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues, or escalating issues to the Tier 2 team
- Assist inexperienced or nontechnical end users in resolving issues
- Diagnoses browser and networking issues
- Records and/or maintains accurate information within the ticketing system
- Interfaces directly with customers to ensure their issue(s) are resolved, and a superior customer experience is provided • Work in a team environment
- Coordinating, working with, and following up on work performed by remote field techs. Winning Behaviors, Competencies, and Skills
- Be available to work any shift in a 24x7 call center environment
- Flexibility Should be able to prioritize and meet tight deadlines
- Must be organized, detail-oriented, and able to work without constant instruction
- Possess a technical aptitude for performing technical tasks to resolve customer issues
- Ability to work in a high-intensity, stressful environment
- Ability to work a flexible or rotating schedule, including weekends and evenings, to perform additional tasks or duties outside normal daily activities.
Knowledge, Skills, and Abilities Requirements:
- Candidate must have strong analytical skills
- Strong verbal and written communication and interpersonal skills
- Professional demeanor
- Have a customer satisfaction-driven attitude
- Be an active contributor in a positive team environment
- Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment 2
Personality and communication (soft skills):
- Ability to work both independently and as part of a team
- Must have excellent customer service skills and manage time well while working with multiple clients at the same time
- Must be able to communicate empathetically, logically, and clearly
- Must be able to work in an on-demand, fast-paced customer service environment without becoming frustrated, frazzled, or angry
- Exercise the highest level of confidentiality and ethical standards at all times.
Hard skills:
- Proficient in configuring and troubleshooting production services
- Configuration and troubleshooting of network FW rules Experience Education:
- High School diploma or equivalent
Flexible work from home options available.