Technical Support Representative, Tier 1

Groove Technology Solutions • Salt Lake City, UT

1d • Onsite

About The Position

This role provides front-line technical support for video services while also supporting dispatch operations. The position is responsible for troubleshooting customer issues, coordinating service calls, and ensuring timely resolution through effective communication, documentation, and collaboration with technicians and internal teams. This shift is Saturday & Sunday 11am –10 pm MST, Monday & Tuesday 8 am–7 pm.

Requirements

• 2-3 years of experience in customer support, technical support, or dispatch coordination
• Strong troubleshooting and problem-solving skills, particularly in a technical environment
• Excellent communication skills with professional phone and email etiquette
• Ability to manage multiple tasks in a fast-paced environment
• Strong attention to detail with accurate documentation and follow-up
• Experience with Salesforce

Nice To Haves

• Basic understanding of video or telecommunications systems is a plus

Responsibilities

• Provide professional, timely support while de-escalating customer concerns
• Troubleshoot video service issues, including signal loss, audio/video problems, equipment errors, and setup
• Guide customers through solutions and determine when escalation or technician dispatch is required
• Create, manage, and document service tickets with accurate notes and updates
• Update customer accounts, services, and programming as needed
• Clearly communicate issues, resolutions, timelines, and any associated costs
• Follow up to confirm issue resolution and customer satisfaction
• Schedule and coordinate service calls; confirm technician arrival and job completion
• Source and communicate with technicians to ensure the best fit based on availability, location, and cost
• Issue work orders and provide scheduling confirmations and reminders
• Maintain accurate records of job details, labor estimates, equipment usage, and costs in CRM
• Collect, review, and track technician paperwork to ensure completeness and accuracy
• Process service-related requests, including payment authorizations when required
• Work closely with support teams and technicians to meet service goals and timelines
• Optimize scheduling and dispatch efficiency through proactive coordination
• Assist with departmental tasks, reporting, and administrative support
• Perform additional duties as assigned

Benefits

• Compensation starting at $18/hr, DOE and an additional $1/hr during nights and weekends
• Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
• Wellness perks including an onsite masseuse and mental health support
• Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
• A culture that values innovation, growth, and having fun while doing it

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed