Tier 1 Technical Support Representative

General Job Description:

The Tier 1 Technical Support Representative will support our national and local Enterprise Business accounts by troubleshooting and/or resolving customer calls or cases by following set processes in an ever-changing environment. This position must be able to adapt to changes quickly. The Tier 1 Technical Support Representative is detail oriented, extremely well organized, and can communicate well with others. This position should be able to work independently, act professionally in all aspects of this position, and work in an environment that can be very fast paced and challenging.

Schedule:

    Training Shift: Monday – Friday 7am – 4pm (Approx. 4 weeks)

     Regular Shift:   Tuesday, Thursday, Friday, Saturday 10am – 7pm, Wednesday 11:30am – 8:30pm

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer inbound Wireless/GPS troubleshooting calls (15-20 daily est.)
• Respond to inbound Wireless/GPS troubleshooting emails (20-30 daily est.)
• Track all troubleshooting activities in CRM system
• Learn, understand, and support multiple products and services within a technical support department
• Manage multiple support cases at one time
• Meet support SLA’s and provide superior customer support\
• Follow Knowledge Base Articles / create Technical Notes
• Work with support and/or product development personnel to troubleshoot and workaround product issues

Knowledge, Skills and Abilities:

• Easily adapts to change
• Good technical skills in Windows, Microsoft Office (particularly excel) and CRM (Salesforce preferred).
• Able to multitask and work multiple computer applications at same time to log and resolve support cases.
• Proactively stay up to date with all the latest technologies concerning Wireless products, and the underlying technologies.
• Recognize and escalate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations
• Prioritize both time and projects, working independently
• Listen, comprehend, and communicate “on the fly.”
• Ability to communicate effectively
• Highly self-motivated and independent with ability to also work with a team
• Excellent customer support skills
• Excellent troubleshooting skills
• Need to be able to examine, investigate, and solve dynamic problems with ability to think "out-of-the-box” and develop creative solutions.
• Strong follow up skills
• Scheduling flexibility (support department will run 24x7)

Education and Experience:

• 1-3+ years high-tech customer support experience in a fast-paced environment

Supervisory Responsibility

None

Work Environment

This job operates in a clerical, office setting. Noise level is typically moderate. This role routinely uses standard office equipment such as computers, phones, filing cabinets, copiers, scanners and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position with a schedule that varies, but will typically involve approximately 40 hours a week. Hours are subject to change at the company’s discretion.

Travel

Little to no travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.