Technical Support Representative – Tier I

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Provide courteous and professional technical support through phone and remote tools.

• Troubleshoot issues related to Windows PCs, networking, and Uniguest software.

• Identify technical problems and assist customers in achieving successful solutions.

• Work collaboratively with team members to tackle complex issues and exchange knowledge.

• Ensure a positive customer experience with each interaction.

⛳️ Requirements

• Proven experience in troubleshooting Windows PCs, common hardware problems, and printer operations.

• Familiarity with networking principles, including routers, switches, IP addressing, both wired and wireless connectivity, and network printers.

• Strong verbal and written communication abilities to articulate technical concepts to users of varying experience levels.

• Exceptional problem-solving capabilities with the aptitude to handle multiple priorities in a dynamic environment.

• Self-driven with the ability to work independently while effectively collaborating with a remote team.

• A passion for technology and eagerness to swiftly learn new products, systems, and tools.

• Experience with CRM systems (preferably Salesforce), ticketing systems, remote support tools, SharePoint, and Microsoft Office.

• Knowledge of Linux is advantageous but not mandatory.

• High school diploma or equivalent is required.

• An associate degree in Information Technology or a related discipline is a plus.

• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred.

• Proficiency in supporting Windows operating systems, macOS, Microsoft Office, and Adobe Reader.

🏝️ Benefits

• Options for Medical, Dental, and Vision Insurance Plans.

• Pet Insurance Plan available.

• 401k Plan with an Employer Match.

• Paid Time Off Programs, including vacation, sick leave, volunteer time off, and parental leave.

• Employee Assistance Program (EAP).

• Employee Referral Bonus Program.

• Opportunities for career development and advancement.

• Performance-based bonuses.

• Employee Recognition Rewards Program.