Level 1 Tech Support

We are looking for a disciplined, highly motivated Tech Support Level 1. This role will be to support field technicians with the completion of the scope of work, break/fix diagnostics, and any specific on-site customer requirements to ensure all work is completed correctly.

WE OFFER:
– Monthly Salary: $1100 USD
– 13th Month Pay
– $500 Yearly Tech Allowance

RESPONSIBILITIES:
– Work in a team environment to manage and complete all daily department tickets.
– Manage queue calls from our field technicians to provide technical support and ticket management.
– Manage a team-shared email box ensuring quick and accurate response times.
– Manage conference calls with our customers and technicians using various software.
– Detailed documentation of each ticket touch from customers, technicians, and internally.
– Identify and escalate situations requiring urgent attention following CPT procedures.
– Stay current with company systems, information, changes, and updates.
– Department hours are 6:00 am- 8:00 pm CT, shifts vary to meet customer needs.
– All other duties as requested, delegated, or assigned.

QUALIFICATIONS:
– Knowledge in POS, PCs, audio, structured cabling, telecom, and data services.
– Problem analysis and problem-solving skills with the ability to review the provided information and provide support and guidance to our technicians over the phone.
– Self-motivated and self-directed.
– Adaptability and the ability to handle stressful situations.
– Familiarity with call center environments and queue management.
– Email management and response times.
– Familiarity with ticket management platforms.
– Excellent typing skills and speed.
– Excellent verbal and written communication skills.
– Excellent customer service skills, and professionalism.
– Excellent attention to detail and time management skills.
– Proficient in Microsoft Teams, Outlook, Excel, and Edge.
– Proficient in Firefox and Google Chrome.

Do NOT apply by replying to this post, rather please complete our applicant intake form:
Click to view/appVtds09AqiVIG3y/shrKBhM5p64cqqTPT?prefill_Position=Level 1 Tech Support