Tier 1 Technical Support Representative

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

📋 Description

• Provide inbound telephone support as scheduled.

• Ensure customer inquiries are addressed thoroughly in a professional, caring, and responsive manner.

• Fulfill commitments to conduct research and follow-up, resolve open issues, and log each interaction in the designated ticketing system.

• Offer e-mail and chat support as scheduled.

• Respond to and complete all assigned messages or contacts, ensuring that all customer questions and concerns are resolved in the response.

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

• Continuously seek to enhance cognitive and customer service skills required for the role.

• This includes mastering supported products, demonstrating problem-solving capabilities, and exhibiting excellent verbal and written communication skills.

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

• Attend all training sessions and complete any assigned exercises.

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

• Prioritize quality and customer satisfaction.

• Maintain clear and comprehensive documentation of customer interactions.

• Support inquiries encompass questions related to hardware, software, wireless communications, OTAP (Over-the-Air-Programming), account management (billing), upgrades, online orders, and industry events.

• Willingness 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 open 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 for establishing and maintaining effective relationships with customers, colleagues, supervisors, and business contacts in a professional and courteous manner.

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

• Intermediate to advanced computer skills with a focus on internet knowledge.

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

• Experience working 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 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 candidates.

• Knowledge and experience related to basic computer applications.

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

• Health, dental, vision, and life insurance plans.

• 401K.

• Paid time off (PTO).