Tier 1 Technical Support Representative
技术支持代表班日变动 - 40小时/周 $18/小时网格 /亚利桑那班：培训星期一 周五7点 7点 4点 约4周永久性班时间：星期一 8点 5点 地址：本职位要求候选人居住在亚利桑纳州.Tier 1技术支持代表将通过遵循不断变化的环境中设定的过程来解决问题和/或解决客户电话或案件，支持我们的国家和当地企业商务账户。该职位必须能够快速适应变化.Tier1技术支持代表是详细的，非常好组织，并且可以与他人沟通良好。·应对接入的 GPS 故障解决电话 （20-25日 EST）·响应接入的 GPS 故障处理电子邮件，案例 （20-30日 EST）·追踪 CRM 系统中的所有故障解决活动 销售力量 ·必须能够同时有效地操作多个系统。· 了解，理解和支持技术支持部门内的多个产品和服务 · 一次管理多个支持案例以及 · 满足支持 SLA 并提供优质的客户支持 · 遵循知识基础文章 /创建技术说明 · 与支持和/或产品开发人员合作解决问题和解决产品问题 · 为客户辩护以确保及时准确的问题的解决。·记录和跟踪客户互动和决策。·不断提高对公司产品和 සේවා的认识。· 优秀的故障解决和客户服务技能，包括强有力的后续工作以及通过创造性，非本机思维来检查，调查和解决动态问题的能力。· 在 Windows,微软办公室 （特别是 Excel）和 CRM 中具有良好的技术能力，承诺积极地保持基础技术的最新信息。·同时跨越多个计算机应用程序进行多任务，记录和解决支持案例，并快速适应变化。·能够有效地倾听，理解和沟通，并且 c
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Tier 1 Technical Support Representative Day Shift - 40 hours/week
$18/hour
Gridline / Arizona
Shifts:
Training Monday – Friday 7am – 4pm – Approx. 4 weeks
Permanent Shifts:
Monday – Friday 8am – 5pm
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.
- Answer inbound GPS troubleshooting calls (20-25 daily est.)
- 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.
Originally posted on Himalayas