Tier 1 Technical Support Representative

WHAT YOU WILL DO

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 as well as
• 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.

WHAT ARE WE LOOKING FOR

• 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).

EDUCATION AND EXPERIENCE

• 1-3+ years high-tech customer support experience in a fast-paced environment

Supervisory Responsibility

None

Work Environment

This job operates in a clerical, office setting. Noise level is typically moderate. This role routinely uses standard office equipment such as computers, phones, filing cabinets, copiers, scanners and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position with a schedule that varies but will typically involve approximately 40 hours a week. Hours are subject to change at the company’s discretion.

Travel

Little to no travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements:
- 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.