Technical Support Agent, L1
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Job Description
Remote L1 technical support agent troubleshooting POS systems and resolving customer issues. Managing tickets, calls, escalations, and CRM documentation for customer satisfaction.
Responsibilities:
- Efficiently manage and prioritize incoming support tickets
- Troubleshoot and resolve technical issues related to company products and services, specializing in POS systems
- Provide accurate and timely responses to customer inquiries
- Escalate complex issues to appropriate internal teams
- Deliver immediate assistance for emergency situations
- Handle inbound customer calls and explain technical concepts clearly and concisely
- Foster customer relationships through communication and problem-solving
- Listen actively to customer concerns, ask relevant questions, and demonstrate empathy and sensitivity
- Follow up to ensure issues are fully resolved and customers are satisfied
- Maintain an up-to-date knowledge base of troubleshooting procedures and solutions
- Stay informed about product updates, features, and best practices
- Participate in regular training sessions
- Document issues and resolutions using Salesforce or other CRM tools
Requirements:
- High school diploma required
- Post-secondary education in networking, computer science, or a related field is an asset
- Previous experience in a technical support or call center environment preferred
- Familiarity with support ticketing systems such as Salesforce is a plus
- Proficiency in Microsoft Office, including Word, Excel, and Outlook
- Strong technical aptitude and troubleshooting abilities
- Excellent communication skills and ability to remain patient and calm under pressure
- Ability to work independently and collaboratively within a team environment
- Strong attention to detail and time management skills
- Proficiency in English, written and spoken, required
- French and/or Spanish preferred
- Reliable internet connection and dedicated workspace for remote work
Benefits:
- Ability to work remotely
- Regular training sessions
- Dedicated workspace requirement/support implied by remote work environment
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