Tier 1 Technical Support Representative
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Job Description
Tier 1 Technical Support Representative providing inbound customer support through phone, email, and chat. Focused on improving customer satisfaction and resolving technical inquiries remotely.
Responsibilities:
- Inbound Telephone Support – perform telephone support as scheduled
- Ensure that customer questions are answered completely in a professional, caring and responsive manner
- Ensure commitments to perform research and follow-up are completed, open issues are resolved and each contact is logged in the appropriate ticketing system
- E-mail & Chat Support – perform as scheduled
- Answer and complete all assigned messages or contacts; ensure that all customer questions and issues are addressed in the reply
- Properly enter customer information and resolution in the appropriate ticketing system
- Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job
- This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills
- Ability to read, review and understand support resources provided by the contact center and its clients
- Attend all training classes and complete any exercises assigned
- Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices
- Focus on quality and customer satisfaction
- Clear and thorough documentation of customer interactions required
- Support inquiries include questions related to Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events
- Willing to fiercely advocate on behalf of and represent the Voice of the Customer
- Research and prepare detailed escalations to second level support
- Review, manage and follow up on open issues as needed
- Project work that includes long and short-term initiatives
Requirements:
- High school or equivalent
- Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner
- Excellent written and oral communication skills, including strong listening skills
- Intermediate to advanced computer skills with emphasis on Internet knowledge
- 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite
- Experience working in a customer Support Center
- Experience working with Mobile Communications
- Experience working with Transportation Accounting or accounts receivable experience is a huge plus
- Must exhibit dependability, adaptability and flexibility
- Ability to diagnose and troubleshoot issues
- Basic math skills
- Creative thinking and reasoning ability
Benefits:
- Opportunities for professional growth, development, and advancement within the organization
- 100% remote working employment model
- Shift differential pay applied to evening and weekend shifts
- Comprehensive training on hardware and software applications for qualified applicants
- Knowledge and experience relating to basic computer applications
- Competitive compensation and full benefits package for full-time employees
- Health, Dental, Vision, and Life Insurance Plans
- 401K
- PTO
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