Technical Support Representative Tier 1

Savvas Learning Company

About The Position

A Technical Support Representative Tier 1 helps Savvas customers troubleshoot and resolve technical problems by identifying issues and providing appropriate resources and solutions. The representative supports customers using Savvas products and platforms and delivers customer care through phone, chat, and email interactions. The role balances technical troubleshooting with customer service, builds positive customer relationships, and requires critical thinking and the ability to remain friendly and professional under pressure. Representatives gather information and accurately document all interactions in Salesforce, research issues, identify solutions and escalation paths, and work to provide an efficient, optimal customer experience.

Requirements

High school diploma or GED.
Technical experience with general internet navigation and Microsoft Office Suite, Google suite, internet browsers and plug-ins, and Windows and Mac operating systems.
Experience with Mac, Windows, Chromebook, iPad, tablet devices, and their operating systems.
Proven customer service skills in handling technical issues, challenging customers, and sensitive information professionally, including following through on tasks after conversations end.
Experience documenting customer issues in a CRM such as Salesforce.
Ability to acquire new skills quickly.
Strong written and verbal communication skills.
Critical thinking skills.
Technical troubleshooting ability.
Strong teamwork skills.
Attention to detail and accuracy.
Ability to sit or stand at a personal computer for up to 8 hours a day while typing and reading.

Nice To Haves

Call center experience working directly with end-user customers.

Responsibilities

Process email, chat, and phone requests in a high-volume environment.
Accurately document customer interactions in a CRM system (Salesforce).
Manage open case lists and prioritize follow-up work.
Communicate in a positive, friendly, empathetic, and polite manner to provide a superior customer experience.
Control interactions by managing their beginning, middle, and end, including hold times.
Research issues and provide appropriate answers in a timely manner.
Communicate professionally with end users and internal Savvas staff at all levels, translating technical terminology into understandable language.
Remain even-tempered and diffuse difficult situations with upset customers.
Multitask and manage competing priorities and work arriving through different channels.
Handle a high volume of work in a demanding environment.
Perform other duties and projects as assigned.