Technical Support Representative Level 1

ConstructConnect • Cincinnati, OH

6d • Hybrid

About The Position

This position is hybrid in Cincinnati, Ohio and sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction. The Tech Support Rep Level 1 is responsible for all aspects of communication with customers during the life-cycle of a trouble ticket - communication may occur via phone or electronic media (e-mail/chat). The Tech Support Rep is also responsible for responding to customer inquiries via web-based Chat support in addition to resolving customer trouble tickets.

Requirements

• High School Diploma or GED required.
• MCP Certification or equivalent technical work experience and knowledge (4+ years desktop support, network support, helps desk, tech support call center, etc).
• Strong understanding of Operating Systems, MS Office, and Email.
• Responsible, mature, reliable, dependable, honest, trustworthy, consistent, detail oriented.
• Pleasant, clear speaking voice and excellent written communication skills.
• Strong ability to describe detailed topics clearly in writing or over the phone.
• Must reside and perform work within the United States.

Nice To Haves

• Associates or better desired.
• Database Application knowledge strongly desired.

Responsibilities

• Handling technical support trouble tickets.
• Monitoring ticket queue and using discretion to weigh ticket factors such as order of response/urgency, contact method and timeline, correct/appropriate response, and when/if a ticket should be reassigned or escalated.
• Ensuring company and departmental policies and procedures are followed.
• Responding to and closing tickets in a timely manner.
• Coordinating and meeting callback times with customers.
• Reassigning and/or escalating tickets in a timely manner and when appropriate.

What This Job Offers

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