Technical Support Representative – Tier I
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Job Description
Technical Support Representative providing technical support to customers across the United States. Troubleshooting Windows PCs and networking issues remotely in a collaborative environment.
Responsibilities:
- Deliver friendly, professional technical support via phone and remote tools.
- Troubleshoot Windows PCs, networking issues, and Uniguest software.
- Diagnose technical problems and guide customers to successful resolutions.
- Collaborate with teammates to resolve complex issues and share knowledge.
- Create a positive customer experience with every interaction.
Requirements:
- Experience troubleshooting Windows PCs, common hardware issues, and printer functionality.
- Working knowledge of networking concepts, including routers, switches, IP addressing, wired and wireless connectivity, and network printers.
- Strong verbal and written communication skills with the ability to explain technical concepts to users of all experience levels.
- Excellent problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
- Self-motivated with the ability to work independently while collaborating effectively with a remote team.
- A curiosity for technology and a willingness to quickly learn new products, systems, and tools.
- Experience using CRM systems (Salesforce preferred), ticketing systems, remote support tools, SharePoint, and Microsoft Office.
- Experience with Linux is a plus but not required.
- High school diploma or equivalent required.
- Associate degree in Information Technology or a related field is a plus.
- Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred.
- Proficiency supporting Windows operating systems, macOS, Microsoft Office, and Adobe Reader.
Benefits:
- Medical, Dental and Vision Insurance Plan options.
- Pet Insurance Plan.
- 401k Plan with Employer Match.
- Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave.
- Employee Assistance Program (EAP).
- Employee Referral Bonus Program.
- Career development and potential for advancement opportunities.
- Performance bonuses.
- Employee Recognition Rewards Program.
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