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.
WHAT YOU WILL DO
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
WHAT ARE WE LOOKING FOR
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 escalate 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).
EDUCATION AND EXPERIENCE
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.
Physical Demands
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 adjust focus.
Position Type/Expected Hours of Work
This is a full-time position with a schedule that varies but will typically involve approximately 40 hours a week. Hours are subject to change at the company’s discretion.
Travel
Little to no travel is expected for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements:
Bachelor's degree in Computer Science or a related field, or relevant experience.
1+ year(s) of experience in customer service or technical support role.
Excellent communication and interpersonal skills.
Proven problem-solving and critical-thinking abilities.
Ability to work independently and in a team environment.