Tier 1 Support Technician Job at TechOnPurpose, Austin, TX

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  • TechOnPurpose
  • Austin, TX

Job Description

Job Description

Job Description

Salary:

Position:

Tier 1 Support Technician (“Service Ninja I”)

Type:

Contract to Full-Time

Location:

Virtual (work from home – Must be located in or around Austin Texas)

Hours:

Primarily 8-5, M-F. 

Available:

Immediately

Description: This position reports to the Director of Service & Support and is accountable for the front-line of customer satisfaction on the TechOnPurpose (“#TOP”) Support and Service Delivery helpdesk.

Primary Responsibilities:

  • Establish and maintain the front-line “tone of #TOP” in customer satisfaction, consistently serving with genuine care for our customers and a growing aptitude of technology aptitude and unparalleled quality.
  • Provide timely, friendly first contact support services for client requests via phone, email or other designated support channels.
    • Make and take calls to/from #TOP customers to assist with documented customer needs
    • Work to identify customer issues, perform root cause analysis, research problems and potential resolutions where none is know or clear.
    • Proactively obtain additional customer/issue information where needed.
    • Where applicable, interact with third-party customer partners and vendors to facilitate request/issue resolution.
    • Clearly, concisely, and meticulously document customer

interactions, questions, issues and resolutions.

  • Author & publish internal and customer portal knowledge base articles to enable better & faster “customer self-service” & internal issue resolution.
  • Thoroughly track all time activities associated with customer interactions and service tasks.
  • Ensure all customer support requests are acknowledged, reviewed, prioritized, and resolved or assigned to designated escalation resources where applicable.
  • Become a subject matter expert (“SME”) on production service & support systems, including:
    • Helpdesk systems (Zoho, Connectwise, etc…)
    • Dispatch systems
    • Time & Materials systems
    • IT Automation systems (Automate, Auvik, etc…) 
    • Customer Contract systems
  • Provide daily & weekly service reports as directed.
  • Be fully accessible, responsible and available during designated work hours, with regular communication to customers, designated customer’s representatives or vendor partners, and other #TOP staff and engineers via phone, email, business systems and other tools as directed.
  • Be creative, share ideas, serve w/genuine care, show initiative & have fun !

Qualifications & Skills:  

    • Minimum: high school degree or GED, associate’s degree preferred.
    • Passionate customer servant
    • Passion and aptitude for learning new technologies
    • Excellent listener, communicator & collaborator
    • Excellent problem-solving skills
    • Experience handling stressful customer facing issues
    • Passion for excellentce and quality
    • 3+ years of advanced PC & Windows operating system skills
    • 3+ years office application skills
    • 3+ years email & could applications experiences
    • 1+ Year IP Network design & troubleshooting skills
    • Bonus for:
      • Wordpress, css & web hosting experience
      • MAC skills
      • G Suite Applications
      • Labtech/Connectwise Skills
  • Have fun!

remote work

Job Tags

Full time, Contract work, Immediate start, Work from home,

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