Tier 1 Technical Support Representative

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

📋 Description

• Provide scheduled inbound telephone support.

• Address customer inquiries thoroughly and professionally; research and follow up on commitments; resolve outstanding issues.

• Document each customer interaction, information, and resolution in the designated ticketing system.

• Conduct scheduled email and chat support.

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

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

• Prioritize quality and customer satisfaction.

• Accurately and comprehensively record customer interactions.

• 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 outstanding issues.

• Contribute to both long- and short-term project initiatives.

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

⛳️ Requirements

• High school diploma or equivalent.

• 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 active listening abilities.

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

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

• Background in a customer support center.

• Experience with Mobile Communications.

• Transportation Accounting or accounts receivable experience 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 requirements.

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

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

• 401K plan.

• Paid Time Off (PTO).