Technical Supporter

Tier 1 Technical Support Representative Day Shift - 40 hours/week $18/hour Shifts: Training Monday – Friday 7am – 4pm – Approx. Permanent Shifts: Monday – Friday 8am – 5pm 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. The Tier 1 Technical Support Representative is detail oriented, extremely well organized, and can communicate well with others. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Track all troubleshooting activities in CRM system – Sales Force Learn, understand, and support multiple products and services within a technical support department Manage multiple support cases at one time as well as Meet support SLA’s and provide superior customer support Work with support and/or product development personnel to troubleshoot and workaround product issues Document and track client interactions and resolutions. Excellent troubleshooting and customer service skills, including strong follow-up and the ability to examine, investigate, and solve dynamic problems with creative, out-of-the-box thinking. Good technical skills in Windows, Microsoft Office (particularly Excel), and CRM (Salesforce preferred), with a commitment to proactively staying current on the underlying technologies. Able to multitask across multiple computer applications at the same time to log and resolve support cases, and to adapt quickly to change. Recognize and escalate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations. Highly self-motivated, able to prioritize both time, cases and projects and work independently as well as with a team. Scheduling flexibility (support department will run 24x7). 1-3+ years high-tech customer support experience in a fast-paced environment This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, filing cabinets, copiers, scanners and fax machines. This is a full-time position with a schedule that varies but will typically involve approximately 40 hours a week. Travel Little to no travel is expected for this position. Bachelor's degree in Computer Science or a related field, or relevant experience.

• 1+ year(s) of experience in customer service or technical support role.