Tier 1 Technical Support Representative

📋 Description

• Inbound Telephone Support – provide scheduled telephone assistance.

• Ensure customer inquiries are addressed thoroughly and professionally, fulfilling any commitments for research and follow-up, resolving open issues, and logging each interaction -- including information provided and resolutions reached -- in the designated ticketing system.

• E-mail & Chat Support – perform as scheduled. Respond to and complete all assigned messages or contacts; confirm that all customer inquiries and concerns are effectively addressed in the replies.

• Accurately enter customer details and solutions into the appropriate ticketing system.

• Skill enhancement – consistently seek to improve cognitive and customer service skills necessary for the role.

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

• Prioritize quality and customer satisfaction.

• Clear and detailed documentation of customer interactions is required.

• Support inquiries encompass questions related to – Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders, and Industry events.

• Be prepared to passionately advocate for and represent the Voice of the Customer.

• Research and compile detailed escalations for second level support.

• Review, manage, and follow up on outstanding issues as necessary.

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

⛳️ Requirements

• High school diploma or equivalent.

• Exceptional interpersonal skills to cultivate and maintain effective relationships with customers, colleagues, superiors, and business partners in a professional and courteous manner.

• Excellent verbal and written communication skills, including strong listening capabilities.

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

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

• Experience in a Customer Support Center.

• Familiarity with Mobile Communications.

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

• Demonstrate dependability, adaptability, and flexibility.

• Ability to diagnose and troubleshoot issues effectively.

• Basic math skills.

• Creative thinking and reasoning abilities.

🏝️ 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 applicants.

• Knowledge and experience related to basic computer applications.

• Competitive compensation and a comprehensive benefits package for full-time employees.

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

• 401K.

• Paid Time Off (PTO).