Tier 1 Technical Support Representative

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

📋 Description

• Provide inbound telephone support as per the schedule.

• Respond to and complete designated email and chat inquiries.

• Ensure that customer queries and issues are thoroughly resolved.

• Conduct research and fulfill follow-up commitments.

• Address outstanding issues and log customer interactions, information, and resolutions in the designated ticketing system.

• Assist and inform customers about software, hardware, account management, installation, and best practices.

• Prioritize quality and customer satisfaction.

• Record customer interactions in a clear and comprehensive manner.

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

• Advocate for customers and embody the Voice of the Customer.

• Research and draft detailed escalations to second-level support.

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

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

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

⛳️ Requirements

• High school diploma or equivalent qualification.

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

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

• Intermediate to advanced computer proficiency, particularly in Internet usage.

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

• Experience in a Customer Support Center environment.

• 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 technical issues.

• Basic mathematical skills.

• Creative thinking and reasoning capabilities.

• Ability to read, review, and comprehend support resources.

• Commitment to attending all training sessions and completing assigned activities.

🏝️ Benefits

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

• Fully remote work model.

• Shift differential pay for evening and weekend shifts.

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

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

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

• 401K plan.

• Paid Time Off (PTO).