Tier 1 Technical Support Representative
About The Position
DuraLabel is currently seeking a Tier 1 Technical Support/Call Center Representative to join their highly reputable team. This role is ideal for individuals with hands-on technical aptitude, a sharp eye for detail, a passion for customer service, and the drive to work both independently and collaboratively within a team. The position involves communicating with customers via phone and e-mail to assist with questions or issues related to DuraLabel's software and/or printer(s). The representative will develop and utilize technical expertise in DuraLabel applications, assist with installing and using safety label printing software, log technical assistance cases, and manage follow-up tasks for ongoing issues. Support responsibilities include, but are not limited to, software and printer driver installations, printer and software troubleshooting, training, escalating cases to Tier 2 when necessary, and creating custom samples/templates for Account Managers and customers.
Requirements
- Hands-on technical aptitude
- Sharp eye for detail
- Enjoy customer service
- Driven to work both independently and with a team
- A passion for working with people and customer service
- Ability to communicate well, including oral, written and presentation skills
- Intermediate knowledge of Microsoft 365 suite
- Detail-oriented self-starter, comfortable working independently and as part of a team
- Excellent time management skills, prioritizing and handling multiple tasks at the same time
Nice To Haves
- Bilingual (Spanish/English) applicants a plus
Responsibilities
- Communication via phone and e-mail to assist customers with any questions or issues they encounter with the software and/or printer(s) currently offered by DuraLabel
- Develop and utilize technical expertise in DuraLabel applications
- Assist customers with installing and using safety label printing software
- Log cases detailing requests for technical assistance and steps taken to resolve
- Set and complete follow up tasks for customers with ongoing issues
- Software and printer driver installations
- Printer and software troubleshooting
- Printer and software training
- Escalating cases to Tier 2 when necessary
- Creating custom samples/templates for Account Managers and customers
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
