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Tier 1 Tech Support (Austin, US)


Job Summary

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
  • Basic troubleshooting
  • Prior experience working with iOs devices

Knowledge, Skills and Abilities

  • Thorough knowledge of Windows PC environments and associated components
  • Working knowledge of LAN
  • Effective communicator
  • 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.
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