TECHNICAL CUSTOMER SUPPORT TIER 1

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.