Technical Support Representative Level 1

Position Overview

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction. The Technical Support Representative - Level 1 is responsible for all aspects of communication with customers during the life cycle of a trouble ticket – communication may occur via phone or electronic media (e-mail/chat).

Key Responsibilities

• Provide daily support to users of our products including answering questions, analyzing problems, creating tickets, and quickly forming solutions to resolve customer issues.
• Monitor your ticket queue and use your discretion and independent judgment to weigh ticket factors such as:
  • Order of response/urgency of tickets.
  • Contact method and timeline.
  • Correct/appropriate response to ticket.
  • How/when to close tickets and whether/if a ticket should be reassigned or escalated.
• Must ensure company and departmental policies and procedures are followed.
• Validate the user's status as a supported or unsupported customer.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Handle inbound calls and emails to the company from customers.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

Required Qualifications

• High School Diploma or GED or applicable experience.
• Strong understanding of Operating Systems, MS Office, and Email.
• Database Application knowledge strongly desired.
• Should be reliable, trustworthy, and detail oriented.
• Clear speaking voice and excellent written and verbal communication skills, particularly over the phone.
• Willingness to learn.
• Strong ability to troubleshoot.