Tech Support Representative

Job Description

The Technology Support Rep will be located in Ann Arbor, MI. The Technology Support Representative’s primary responsibilities are answering calls from store locations and opening support tickets, troubleshooting when possible, and escalating tickets when needed. When not working through the call queue, the Representative will participate in training to ensure they can troubleshoot and resolve issues properly. This team remotely diagnoses and resolves routine problems including proprietary software, as well as hardware and peripheral equipment (touch screens, phones, printers, etc.)

They follow up with our customers to ensure calls are resolved and closed promptly.

• Provide support to co-workers to ensure effective sharing of best practices
• Increase knowledge through continuing education classes
• Ideal candidates will be organized, technically savvy, have previous Help Desk experience
• First week of the role will be training

$15/hr - $21/hr

Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 2+ years of experience with IT support, help desk, etc.
• Ability to work on weekends
• Experience receiving support calls and remoting in to resolve issues
• Strong customer service experience
• Bachelor’s Degree preferred; not required
• Familiarity with basic networking Service Now experience
• Experience supporting POS systems
• Prior experience working at Comcast
• SQL experience preferred (reading & executing existing queries)
• Previous telecom and/or networking experience preferred