Tier 1 Technical Support Specialist

Responsibilities

• Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services.
• Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue.
• Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educating clients on our products and services.
• Act as an empowered liaison between the company's external clients and internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients.
• Communicate effectively to clients, department head via written and verbal reports.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Assist in deployment to customers.
• Provide technical training and support to customers.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation.
• Identify the needs of customers, resolve issues, and provide solutions.
• Assist in user profile setup inventory look up and card stock balance issues.
• Maintain expertise on company policies and the website for FAQs or policy-related answers.
• Maintain thorough ticket logs of conversations with the customer.
• Write and submit escalations when issue is not resolved in a timely manner.
• Follow established procedures, and report newly discovered issues.
• Enhance organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments.

• High School Diploma or GED, required.
• Bachelor’s Degree in related field, or equivalent experience preferred.
• Minimum 1 year in a technical support role.
• Maintain an A+ Networking certificate, or equivalent experience.
• Demonstrated understanding of DHCP, Firewalls, web services, and IPSec VPN concepts.
• General knowledge of IP routing design and general Internet connectivity and related dependencies (DNS, Security, IP Routing, HTTP, VPN, etc.).
• General Networking knowledge including:
  Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, troubleshooting.