ASG Support Technician Tier 1
About The Position
This Position may become Hybrid and require travel 2 days a week to a local office. As a Tier 1 Support Technician you will provide excellent customer service to new and existing customers by independently installing, and supporting software and hardware equipment. The Tier 1 Support Technician will be taking incoming calls from the support queue related to non-complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.
Requirements
- H.S. Diploma or Equivalent
- 2+ years of experience in Customer Service, Call Center or Technical Support
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Nice To Haves
- The first few weeks of training will be virtual during the hours of 9am CST to 5pm CST.
Responsibilities
- Install the company’s proprietary Software using remote access to customer systems.
- Provide courteous and knowledgeable support over the phone and via email.
- Ensure timely and accurate set up of all systems.
- Provide Phone Support during regular business hours and on-call availability during off hours.
- Monitor Chat sessions to assist other team members.
- Follow the department process, procedure, and metrics.
- Maintain a log of customers issues, interactions, and steps taken to assist the caller in the department ticketing system.
- Train customers on use of systems including software, hardware and installation.
- Multi-task and have excellent time management skills.
- Understand the severity of an issue and escalate issues efficiently and appropriately.
- Demonstrated strong work ethic.
- Schedule is subject to business needs and availability.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
