Technical Support Representative – Tier I

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

📋 Description

• Provide friendly and professional technical assistance through phone and remote tools.

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

• Identify technical problems and assist customers in reaching effective solutions.

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

• Ensure a positive customer experience with each interaction.

• Offer technical support to customers throughout the United States in a 24/7/365 environment.

⛳️ Requirements

• Proven experience in troubleshooting Windows PCs, typical hardware issues, and printer operations.

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

• Excellent verbal and written communication skills with the capacity to convey technical concepts to users of varying expertise.

• Strong problem-solving abilities and adeptness at handling multiple priorities in a fast-paced setting.

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

• An interest in technology and a readiness to rapidly learn new products, systems, and tools.

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

• Familiarity with Linux is advantageous but not mandatory.

• A high school diploma or equivalent is required.

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

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

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

🏝️ Benefits

• Competitive employee benefits package.

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

• 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.

• Opportunities for career development and advancement.

• Performance bonuses.

• Employee Recognition Rewards Program.