Technical Support Associate

They should have their own systems to work on for the first week.

Level 1 technical support services supports end-users in their navigation and use of applications, hardware and software necessary to complete actions related to customer. The primary function of these L1 services is to resolve and restore technical function in order to allow the end-user to return to their business processes as quickly as possible.

In relation to this service, the activities conducted by the Technical Service Representative ("TSR") would include the following:

• Interacting with end-users who are contacting customer support for assistance via phone, email, or chat
• Verifying end user.
• Collecting and verifying information provided from the end user in order to accurately and quickly deliver solutions that restore service
• Identifying correct knowledge base to use in performing necessary steps to deliver solutions that restore service
• Working within a service management application to provide case logs for restoration rate accountability and process adherence
• Escalating unresolved issues to the next level of support when required by process
• Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes
• Complying with Staffing and Resource Management requirements outlined

TSRs in the role must be able to multi-task in a fast paced, high-pressure environment with customer or Its employees of varying degrees of technical knowledge. Individuals will have knowledge articles available for technical problems encountered and will accelerate if no knowledge base solution exists ("Knowledge Articles"). TSRs are required to identify and define problems, collect data, establish facts, and draw valid conclusions.

TSRs must be able to understand and interpret technical concepts and apply logic and deductive reasoning. TSRs must perform basic troubleshooting and identify resets for various applications.

• Engage with first level support contacts from internal/external end users
• Communicate resolution to software/hardware errors and malfunctions
• Troubleshoot/dispatch basic hardware issues
• Probe, isolate, and troubleshoot supported application problems
• Meeting established individual and team performance targets including service level, resolution, productivity and quality standards
• Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to Customer
• Provide first level triage and resolution for in scope issues and applications using existing Knowledge Articles and/or Standard Operating Procedures ("SOP") defined.

• Ability to understand and troubleshoot hardware and software issues remotely through screen sharing software
• Ability to identify, adapt, and apply approaches in problem solving
• Overall cursory understanding of ecommerce web sites and APIs

This is a partial list of activities and may be expanded as necessary in the customer service training.