Technical Support Level 1 - REMOTE U.S.

MARKETTIME, LLC • Dallas, TX

10h • Remote

About The Position

The Level 1 Technical Support Technician acts as the initial point of contact for customers, assisting them with product-related inquiries, technical issues, and system troubleshooting. This role is crucial for delivering high-quality support by resolving issues promptly and accurately, and escalating more complex problems to Level 2 support when necessary. Level 1 Technicians are primarily responsible for general support, guiding users, and performing initial troubleshooting steps.

Requirements

• High School Diploma
• Minimum of 1 year of customer service or technical support experience required

Nice To Haves

• Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferred
• Background in SaaS, software support, or a technical customer-facing environment is preferred

Responsibilities

• Respond to customer inquiries via phone and email with professionalism, technical accuracy, and empathy, ensuring a high level of customer satisfaction through timely and effective resolution
• Diagnose and resolve technical issues, provide product guidance, and escalate more complex problems as needed
• Accurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps when applicable, ensuring all relevant details are captured during escalations
• Escalate issues that require action outside the scope of Technical Support, ensuring timely handoff and resolution
• Adhere to all departmental Standard Operating Procedures (SOPs), including those related to troubleshooting, escalation, scheduling, and attendance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED