Technical Support Level 1

MARKETTIME, LLC • Dallas, TX

1d

About The Position

The Level 1 Technical Support Technician serves as a front-line resource for assisting customers with product-related questions, technical issues, and system troubleshooting. This role is responsible for delivering high-quality support experiences through timely and accurate resolution of issues, while escalating more complex cases to Level 2 when appropriate. Level 1 Technicians primarily handle general support, user guidance, and initial troubleshooting steps.

Requirements

• Minimum of1year of customer service or technical support experiencerequired

Nice To Haves

• Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval ispreferred
• 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, ensuringa high levelof customer satisfaction throughtimelyand effective resolution
• Diagnose and resolve technical issues,provideproduct 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, ensuringtimelyhandoff 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: No Education Listed