Technical Support Representative Tier 1

Savvas Learning Company

4d•$19 - $21

About The Position

The Technical Support Representative Tier 1 supports Savvas customers in the successful use of its products and platforms. The representative identifies and troubleshoots technical issues, researches questions, and provides appropriate resources, solutions, or escalation paths. The role delivers customer support by phone, chat, and email, balancing technical troubleshooting with friendly, professional, and empathetic service. Representatives gather information and accurately document interactions in Salesforce, maintain positive customer relationships, manage cases and follow-ups, and communicate technical information in terms end users can understand. The position operates in a high-volume, demanding environment with competing priorities.

Requirements

High school diploma or GED.
Some technical experience with general Internet navigation and Microsoft Office Suite, Google Suite, web browsers and plug-ins, and Windows and Mac operating systems.
Experience with Mac, Windows, Chromebook, iPad, tablet devices, and their operating systems.
Demonstrated customer service skills when addressing technical issues, including handling challenging customers and sensitive information professionally and 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 team-player skills.
Attention to detail and accuracy.

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 Salesforce or another CRM system.
Manage open case lists and prioritize follow-up work.
Provide a superior customer experience through positive, friendly, empathetic, and polite communication.
Control interactions from beginning to end, including managing hold times.
Research issues and provide appropriate answers in a timely manner.
Communicate professionally with end users and internal staff at all levels, translating technical terminology into understandable language.
Remain even-tempered and defuse difficult situations with upset customers.
Multitask and manage competing priorities and work arriving through different channels.
Sit or stand at a personal computer for up to 8 hours a day while typing and reading.
Handle a high volume of work in a demanding environment.
Perform other duties and projects as assigned.