Technical Support Tier

Description:

We are seeking a Technical Customer Support Rep Tier I to join our Solutions Delivery team. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.

Responsibilities:

• Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier II team

• Assist inexperienced or nontechnical end users in resolving issues

• Diagnoses browser and networking issues

• Records and/or maintains accurate information within ticketing system

• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

• Work in a team environment

• Coordinating, working with and following up on work performed by field techs

Preferred Qualifications:

• High School diploma or College Degree in Administration, IT, or Technology

• 2+ years of Inbound/Outbound Technical Support Center experience

• Customer facing experience preferred

• Proficient in configuring and troubleshooting production services a plus

• Possess technical aptitude for performing technical tasks to resolve customer issues

• Ability to work in a high intensity, fast paced environment

• Must have excellent customer service skills and manage time well, working with multiple clients at the same time

• Must be able to communicate empathetically, logically and clearly