Tier 1 Technical Support Representative

Gridline • Scottsdale, AZ

2d • 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. Must be an Arizona Resident.

Requirements

• Good technical skills in CoPilot, Windows, Microsoft Office (particularly excel) and CRM (Salesforce preferred).
• Able to multitask and work multiple computer applications at same time to log and resolve support cases.
• Proactively stay up to date with all the latest technologies concerning Wireless products, and the underlying technologies.
• Recognize and escalate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations
• Prioritize both time and projects, working independently
• Listen, comprehend, and communicate “on the fly.”
• Ability to communicate effectively
• Highly self-motivated and independent with ability to also work with a team
• Excellent customer support skills
• Excellent troubleshooting skills
• Need to be able to examine, investigate, and solve dynamic problems with ability to think "out-of-the-box” and develop creative solutions.
• Strong follow up and attention to detail skills
• Scheduling flexibility (support department will run 24x7)

Nice To Haves

• Easily adapts to change

Responsibilities

• Answer inbound Wireless/GPS troubleshooting calls (30-40 daily est.)
• Respond to inbound Wireless/GPS troubleshooting Sales Force cases (20-30 daily est.)
• Track all troubleshooting activities in CRM system – Sales Force
• 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

What This Job Offers

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