Support Specialist - Tier 1 (Remote)
About The Position
The Support Specialist - Tier I properly responds to inbound and outbound customer calls to provide technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment via a combination of verbal guidance and remote connection to the customer's computer(s). The specialist documents the type of inquiry, clarifying details, steps taken, resources utilized, status of resolution, and next steps in CRM system(s), enters tickets as needed, and takes appropriate follow-up actions as needed. During the interactions, the specialist provides a positive experience with customer engagement. They utilize available resources and work through proper escalation channels, following company procedures and policies. This full-time, permanent position is remote for candidates who reside in ID, IL, MN, MI, KS, KY, SD, UT & WI only.
Requirements
- High School Diploma or Equivalent
- 1 year customer service experience
- 1 year experience with customer relationship management, point of sale, or similar software systems with basic troubleshooting
- 2 years experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)
- Reliable, hardwired internet required. Satellite and Hot Spot internet are not supported; minimum speeds of 10 mbps download and 3 mbps upload
Nice To Haves
- Associate's Degree
- Technical certifications
- 2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting
Responsibilities
- Respond to Inbound and Outbound Calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment
- Utilize all equipment and resources provided to perform the job at the highest proficiency
- Meet or exceed department performance metrics
- Maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment
- Communicate and escalate issues with customers, peers, and leadership effectively, in a timely manner, with positive engagement
- Follow established department processes and procedures
- Learn new required skillsets aligned with evolving business needs while following the appropriate growth trajectory of the role
- Follow schedule in workforce system(s) utilizing proper time management procedures
- Comply with Company and department policies and standards; performs other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Merchant Wholesalers, Durable Goods
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
