The Tier 1 Support Technician will be responsible for answering and resolving basic product technical-support questions received from customers. Technicians are responsible for ensuring call resolution in a timely manner, meeting average handle time requirements.
Providing remote applications support via email and phone
Answer customer phone calls, assist callers with a variety of issues, including basic software and hardware troubleshooting
Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in SalesForce
Perform software upgrades as requested, managing both business standard and proprietary software
Establish call/email response prioritization
Escalate issues that cannot be resolved using current knowledge to the next level
Contributes to ensuring client self-help knowledge, documenting typical requests and incidents, resolutions, and work-around procedures
High School Diploma or Equivalent
1-2 years technical customer support
Prior help desk experience a plus
Prior experience working with iOs devices
Knowledge, Skills and Abilities
Thorough knowledge of Windows PC environments and associated components
Working knowledge of LAN
Comfortable working autonomously and self-motivating
Ability to work diligently and utilize problem-solving skills to fix issues and ensure functionality.
Must have familiarity with Windows devices and hardware
Ability to read, write, speak and understand the English language in a business environment.