Tier 1 Technical Support Representative

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

📋 Description

• Provide scheduled inbound telephone support.

• Address customer inquiries thoroughly and professionally; conduct research and follow up on commitments; resolve outstanding issues; document each interaction and resolution in the designated ticketing system.

• Conduct scheduled email and chat support.

• Manage and resolve assigned messages or contacts, addressing all customer questions and concerns.

• Enter customer details and solutions into the appropriate ticketing system.

• Continuously enhance cognitive and customer service abilities, product knowledge, problem-solving skills, and both verbal and written communication proficiency.

• Read, review, and comprehend support resources provided by the contact center and its clients.

• Attend training sessions and complete designated exercises.

• Assist and educate customers on software, hardware, account management, installation, and best practices.

• Prioritize quality and customer satisfaction.

• Accurately document customer interactions in a clear and thorough manner.

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

• 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 short- and long-term project initiatives.

⛳️ Requirements

• High school diploma or equivalent required.

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

• Strong written and verbal communication skills, including effective listening abilities.

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

• 1-2 years of experience troubleshooting hardware and/or software, either remotely or on-site.

• Experience in a Customer Support Center.

• Familiarity with Mobile Communications.

• Experience in the Transportation sector.

• Background in accounting or accounts receivable is a significant advantage.

• Must demonstrate reliability, adaptability, and flexibility.

• Ability to diagnose and troubleshoot technical issues.

• Basic mathematical skills.

• Creative thinking and reasoning abilities.

• Availability to work evening and weekend shifts as required by the schedule.

• Primarily indoor work, generally in an office setting.

• Frequent use of manual dexterity and visual engagement with computer screens.

🏝️ Benefits

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

• 100% remote working employment model.

• Shift differential pay for evening and weekend shifts.

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

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

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

• 401K.

• Paid Time Off (PTO).