Tier 1 Technical Support Representative

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

📋 Description

• Provide inbound telephone assistance as scheduled.

• Address customer inquiries thoroughly and with professionalism.

• Conduct research and fulfill follow-up responsibilities.

• Resolve outstanding issues and document all contacts, information, and solutions in the designated ticketing system.

• Deliver e-mail and chat support as scheduled.

• Respond to and resolve all assigned messages or contacts.

• Input customer details and resolutions into the appropriate ticketing system.

• Guide and inform customers on software, hardware, account management, installation, and best practices.

• Prioritize quality and customer satisfaction.

• Clearly and thoroughly document customer interactions.

• Assist with inquiries related to hardware, software, wireless communications, OTAP, account management, upgrades, online orders, and industry events.

• Serve as an advocate for and represent the Voice of the Customer.

• Research and prepare detailed escalations for second-level support.

• Review, manage, and follow up on unresolved issues.

• Engage in both long- and short-term project initiatives.

• Consistently enhance product knowledge, problem-solving abilities, and customer service skills.

⛳️ Requirements

• High school diploma or equivalent.

• Outstanding interpersonal skills to establish and maintain effective relationships with customers, colleagues, supervisors, and business contacts in a courteous and professional manner.

• Exceptional written and verbal communication skills, including strong listening abilities.

• Intermediate to advanced computer proficiency with a focus on Internet knowledge.

• 1-2 years of experience troubleshooting hardware and/or software, whether remotely or onsite.

• Experience in a Customer Support Center.

• Familiarity with Mobile Communications.

• Experience in Transportation Accounting or accounts receivable is a significant advantage.

• Must demonstrate reliability, adaptability, and flexibility.

• Ability to diagnose and troubleshoot issues effectively.

• Basic mathematical skills.

• Creative thinking and reasoning capabilities.

• Ability to read, review, and comprehend support resources provided by the contact center and its clients.

• Attend all training sessions and complete any assigned exercises.

• No unusual physical demands required.

🏝️ Benefits

• Opportunities for professional growth, development, and career advancement within the organization.

• 100% remote work employment model.

• Shift differential pay for evening and weekend shifts.

• Comprehensive training on hardware and software applications for eligible candidates.

• Competitive salary and full benefits package for full-time employees.

• Health, Dental, Vision, and Life Insurance Plans.

• 401K.

• Paid Time Off (PTO).