Technical Support Representative I

BOXX Technologies•Austin, TX

2d•Onsite

About The Position

We are hiring and we have an exciting opportunity for you to join BOXX Technologies! We are searching for an enthusiastic, hard-working, and driven Technical Support Representative I to join our team in Austin, TX. This full-time position reports to the Technical Support Supervisor. This job will primarily require the qualified candidate to be the first point of contact with customers via the inbound phone queue, determine root cause of issues, test and repair customer systems, and prepare test reports.

Requirements

MCP Certification required
2 + years external customer support experience in a technical environment
Ability to learn to use specific software such as Intuitive and Support Explorer
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
Strong knowledge in Microsoft Office Programs, including Outlook, Word and Excel.
data entry
10-key and basic math skills
Typing
Excellent organizational, written and oral communication skills - must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets, as well as knowledge base articles
Excellent customer service and phone skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Ability to manage workload priorities and have a strong attention to detail
Ability to lift up to or over 25 pounds (computers or shipments)
Ability to interpret technical procedures, to write business emails, and to communicate professionally with customers and vendors.

Nice To Haves

A strong sense of urgency
Awesome sense of humor
A desire to learn, master and teach

Responsibilities

Ability to empower end-users to support themselves using our knowledge base
Support customers through complete Installation, Configuration, and Setup (ICS) of standard BOXX systems
Complete ICS of related applications and software in most cases, (Boxxview, Back Burner, etc…)
Troubleshooting of standard BOXX systems, ability to discern between hardware and software issues, troubleshooting issues such as but not limited to, no power – no post, no or failing video, bad memory, failed hard drive, failed system board.
Able to troubleshoot driver and configuration issues within the operating system
Able to complete repairs on systems that have been shipped in for repair in a timely manner
Seeks guidance and assistance via available resources for consulting and escalations as required
Follows process, procedures as given. Seeks guidance as required
Continues to increase knowledge and familiarity with technical aspects of BOXX systems
Continues development of knowledge and understanding of BOXX process and procedures
May provide assistance to others as required in subject areas that they are familiar
When repairs are needed, Issue DRMR (Depot Repair Material Return) to customer, set up FedEx call tags and labels
When unit arrives for repair, print out Repair Station Report, update received date on incident in Support Explorer and update customer
Update Ticketing system case/ incident and Action Taken Information including all part numbers replaced
Prepare ship request for shipment back to customer and update Support Explorer Incident with ship date