Tier 1 Technical Support Representative

Tier 1 Technical Support Representative Day Shift - 40 hours/week

$18/hour

Shifts:

Training Monday – Friday 7am – 4pm – Approx. 4 weeks Permanent. Monday – Friday 8am – 5pm. Or Sunday – Thursday 10am – 7pm.

Location:

This position requires the candidate to reside in Arizona.

The Tier 1 Technical Support Representative will support our national and local Enterprise Business accounts by troubleshooting and/or resolving customer calls or cases by following set processes in an ever-changing environment. This position must be able to adapt to changes quickly. The Tier 1 Technical Support Representative is detail oriented, extremely well organized, and can communicate well with others. This position should be able to work independently, act professionally in all aspects of this position, and work in an environment that can be very fast paced and challenging.

• Answer inbound GPS troubleshooting calls (20-25 daily est.)
• Respond to inbound GPS troubleshooting emails, cases (20-30 daily est.)
• Track all troubleshooting activities in CRM system – Sales Force
• Must be able to work multiple systems at a time efficiently while on a call or working cases
• Learn, understand, and support multiple products and services within a technical support department
• Manage multiple support cases at one time as well as Meet support SLA’s and provide superior customer support
• Follow Knowledge Base Articles / create Technical Notes
• Work with support and/or product development personnel to troubleshoot and workaround product issues Advocate for the client to ensure timely and accurate issue resolution.
• Document and track client interactions and resolutions.
• Continuously improve knowledge of the company's products and services.

• Excellent troubleshooting and customer service skills, including strong follow-up and the ability to examine, investigate, and solve dynamic problems with creative, out-of-the-box thinking.
• Good technical skills in Windows, Microsoft Office (particularly Excel), and CRM (Salesforce preferred), with a commitment to proactively staying current on the underlying technologies.
• Able to multitask across multiple computer applications at the same time to log and resolve support cases, and to adapt quickly to change.
• Able to listen, comprehend, and communicate effectively and clearly "on the fly."
• Recognize and elevate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations.
• Highly self-motivated, able to prioritize both time, cases and projects and work independently as well as with a team.
• Scheduling flexibility (support department will run 24x7).

1-3+ years high-tech customer support experience in a fast-paced environment. Supervisory Responsibility None. Work Environment This job operates in a clerical, office setting. Noise level is typically moderate. This role routinely uses standard office equipment such as computers, phones, filing cabinets, copiers, scanners and fax machines.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to…