Technical Support Specialist I

Our client is a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1.

Contract duration: 3 months-Potential from temporary position to direct hire on perm role based on performance

100% remote – Candidate must be in Mountain Time zone

Shifts (candidate can opt for one or more preferred shifts out of these):

Shift 1 Times: Sat 8:00-16:30 Tues-Fri 6:00-2:30 MTN

Shift 2 Times: Tues-Sat 8:00-16:30 MTN

Shift 3 Times: Sun 8:00-16:30 Mon-Thur 6:00-2:30 MTN

*Time/date needs may change depending on needs at the time of assignment.

Training: 3 weeks 9am -5 pm MTN

Role:

This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customers’ issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have the willingness to learn, be trained, and develop key technical skills to support customers.

Responsibilities:

• Provide first-level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues, or escalating issues to the Tier 2 team

• Assist inexperienced or nontechnical end users in resolving issues

• Diagnoses browser and networking issues

• Records and maintains accurate information within the 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

Key Requirements:

• High School diploma or equivalent

• Inbound/Outbound technical support center experience

• Customer-facing experience

• Self-starter and okay with working - helping customers resolve/trouble hardware issues.

• Experience in Salesforce, Jira, Linux, any ticketing systems and troubleshooting is a huge plus.

• Experience in technical support for hardware/ in supporting devices is required.

• Proficient in configuring, and troubleshooting production services.

• Configuration and troubleshooting of network issues including firewalls.

• Understanding of basic Linux commands.

Soft skills:

• Should be able to prioritize and meet tight deadlines

• Must be organized, detail-oriented and able to work without constant instruction

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

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

• Ability to work a flexible or rotating schedule, including some weekends and evenings

• Ability to work both independently and as part of a team

• 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

• Must be able to work in an on-demand, fast-paced customer service environment without becoming frustrated, frazzled, or angry

• Always Exercise the highest level of confidentiality and ethical standards