Technical Support, Tier 1

American Innovations LTD • Austin, TX

6d

About The Position

American Innovations protects people and the environment by providing proven compliance solutions to oil and gas professionals from the field to the office. With more than 30 years of experience, we deliver innovative hardware, software, and professional services that enable efficient data collection, reporting, and analysis—backed by relentless customer service.

As a Technical Support Rep, you’ll be a key point of contact for internal and external customers, providing fast, accurate support via phone and chat. You’ll troubleshoot tablet, connectivity, Bluetooth/peripheral, firmware, and login/MFA issues, document and manage support tickets, and partner with cross-functional teams to drive timely resolution and a consistently strong customer experience. If you enjoy solving technical problems, communicating clearly with customers, and taking ownership of issues through resolution, this job is for you.

Requirements

• 2+ yearsTechnical Support Experience
• 2+ years Customer Service Experience
• Excellent Communication Skills – Written and Verbal
• Team Player
• Helpdesk software experience
• Experience with using Remote Support tools such as TeamViewer, LogMeln, PulseWay.
• Experience with troubleshooting common Network connectivity issues
• Familiar with Window and iOS Operating Systems and key OS functions

Nice To Haves

• Bi-Lingual (English & Spanish)
• Oil/Gas/Electrical Industry Experience Key Initiatives
• Delivering Industry Leading Technical Support
• High level of ownership of Technical Support Issues
• High level of communication with Customers and Team
• High Level of Collaboration
• Focus on Continuous Improvement and Self-Development

Responsibilities

• Provide outstanding chat & phone customer service to both internal and external customers
• Create and update tickets with detailed notes to ensure data integrity and accuracy
• Troubleshoot tablet OS Bluetooth- and firmware-related issues
• Troubleshoot network connectivity issues
• Configure Bluetooth peripheral hardware devices
• Troubleshoot common login and MFA-related issues
• Work on tablet devices via remote console tools
• Leverage the existing knowledgebase to provide quick solutions to customer requests
• Use effective technical triage skills and route customer issues to appropriate channels
• Identify and report trends in incoming tickets to Tier 2, Team Lead, or Technical Support Manager
• Identify gaps in documentation/knowledgebase articles
• Report trends in knowledge gaps (self, customers, and team members) to ensure swift action is taken to close gaps
• Provide feedback on the knowledgebase based on customer and individual feedback
• Develop knowledgebase articles for internal and external customers
• Develop and maintain an understanding of different teams within the organization and how they work cross-functionally
• Work cross-functionally to triage, manage, and close customer support cases
• Help identify and address process gaps in the work environment
• Act as an advocate for growth and change in AI by participating in organizational projects/initiatives and offering suggestions/opinions
• Offer feedback and suggestions on ways to improve the organization and business

Benefits

• Competitive benefits focused on your physical well-being, including Medical, Dental, and Vision insurance and company provided Life and Disability.
• Programs to improve your financial well-being, including a 401(k) plan with an employer match up to 4% with immediate vesting and financial education courses.
• Supportive and collaborative environments, with ambassadors for new hires, happy hours, and fun events.
• Assistance to further your learning and development.
• A rewarding culture, with a focus on positive business practices and protecting the environment.

What This Job Offers

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