Tier 1 Technical Support Representative

Harris Computer•Remote - Arizona, AZ

4d•Onsite

About The Position

The Tier 1 Technical Support Representative will support our national and local Enterprise Business accounts by troubleshooting and/or resolving customer calls or cases by following set processes in an ever-changing environment. This position must be able to adapt to changes quickly. The Tier 1 Technical Support Representative is detail oriented, extremely well organized, and can communicate well with others. This position should be able to work independently, act professionally in all aspects of this position, and work in an environment that can be very fast paced and challenging.

Requirements

Excellent troubleshooting and customer service skills, including strong follow-up and the ability to examine, investigate, and solve dynamic problems with creative, out-of-the-box thinking.
Good technical skills in Windows, Microsoft Office (particularly Excel), and CRM (Salesforce preferred), with a commitment to proactively staying current on the underlying technologies.
Able to multitask across multiple computer applications at the same time to log and resolve support cases, and to adapt quickly to change.
Able to listen, comprehend, and communicate effectively and clearly "on the fly."
Recognize and escalate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations.
Highly self-motivated, able to prioritize both time, cases and projects and work independently as well as with a team.
Scheduling flexibility (support department will run 24x7).
1-3+ years high-tech customer support experience in a fast-paced environment
Bachelor's degree in Computer Science or a related field, or relevant experience.
1+ year(s) of experience in customer service or technical support role.
Excellent communication and interpersonal skills.
Proven problem-solving and critical-thinking abilities.
Ability to work independently and in a team environment.

Nice To Haves

Salesforce preferred

Responsibilities

Answer inbound GPS troubleshooting calls (20-25 daily est.)
Respond to inbound GPS troubleshooting emails, cases (20-30 daily est.)
Track all troubleshooting activities in CRM system – Sales Force
Must be able to work multiple systems at a time efficiently while on a call or working cases
Learn, understand, and support multiple products and services within a technical support department
Manage multiple support cases at one time
Meet support SLA’s and provide superior customer support
Follow Knowledge Base Articles / create Technical Notes
Work with support and/or product development personnel to troubleshoot and workaround product issues
Advocate for the client to ensure timely and accurate issue resolution.
Document and track client interactions and resolutions.
Continuously improve knowledge of the company's products and services.