Technical Support Specialist - Help Desk Tier 1 - US Remote

Sun Auto Tire and Service•Lexington, KY

4d•$21•Remote

About The Position

Technical Support Specialist - Help Desk Tier 1 - US Remote Generous compensation and benefits! Must be based in the US and have experience with Office 365 and other hardware technologies and software platforms 100% Remote - Full time with benefits Support desk is open these EST hours: Monday-Friday: 7:30 AM – 9:30 PM Saturday: 7:30 AM – 8:30 PM This position requires working Saturday, and initial assignments are on the late shift Starting pay is $21/hour (Commensurate with Experience) BACKGROUND REQUIRED - REMOTE OFFICE 365 SUPPORT EXPERIENCE IN A HIGH-VOLUME CALL CENTER Headline: Sun Auto Tire & Service is the fastest growing, top-10 independent tire dealer in the US with 425+ stores operating under multiple brands. We've been named "Best Place to Work" and are a leading provider of vehicle aftermarket tires and repair services. We are increasing our footprint rapidly through both organic growth and acquisitions. We seek candidates who are looking for a long-term career path and capable of growing into roles of greater responsibility. This role is an excellent long-term opportunity and chance to join an awesome team!

Requirements

1-2 years of relevant experience - ie technical phone support
Strong Office 365
Remote work experience
Strong customer service and troubleshooting skills
Experience installing, configuring, and maintaining PC hardware, printers, scanners, computer peripherals
Ability to communicate technical information, both verbal and written to a wide range of end-users
Knowledge of ticketing and knowledge based systems such at Zendesk, and InContact
Ability to possess a strong sense of ownership of client relationships
High school diploma or equivalent; Bachelor’s degree desired

Responsibilities

This position is a Tier 1 tech support role supporting end users on a variety of hardware, software and our VAST POS System.
The successful candidate will provide tier I technical support for store team members and corporate personnel via phone and digital channels such as chat and email.
Perform technical diagnosis and troubleshooting for users with hardware, software, and network connectivity issues and provide the appropriate solutions
Thoroughly create, update, and resolve customer tickets for every request received according to guidance
Update users on outstanding requests and drive timely resolution.
Escalate issues to appropriate department and support vendors as necessary
Advise management of potential risks or recurring problems
Other duties may be added and/or assigned as needed