Remote Otter LogoRemoteOtter

Technical Support Representative - Level 1 - Remote

Posted 1 week ago

Overview

As a Technical Support Representative – Level 1, you will be taking ownership and resolving any technical issues that our clients have. You will have a direct impact in ensuring our solutions are running efficiently to keep every student and all personnel in schools safe.

In Short

  • Support external users with the operation of our software.
  • Handle inbound and outbound phone calls to assist clients with software or hardware issues using remote assistance tools.
  • Take ownership of issues reported/found with an emphasis on the need to research, troubleshoot, and identify software or process issues.
  • Deliver exceptional customer service while adhering to Support policies and processes.
  • Provide on-demand product training for new and existing clients through Support cases.
  • Adapt quickly to product and process changes in a fast-paced environment with multiple products and release cycles.
  • Appropriately manage time and maintain a high level of availability to handle incoming calls.
  • Handle a variety of hardware issues, including multiple models of scanners, printers, and all-in-one PCs.
  • Understand and meet required KPI’s for the Support department.
  • Document Support cases for various products.

Requirements

  • 1 year of related experience in a technical or customer service role.
  • Creative thinking to resolve issues.
  • Above average written and verbal communication skills.
  • A passion for customer service.
  • Time management skills in a virtual workforce environment.
  • A stable internet connection in a private environment.

Benefits

  • Remote-first philosophy.
  • Flexible paid time off.
  • Paid parental leave.
  • 11 Paid holidays per year.
  • Workplace flexibility.
  • Affordable health coverage (medical, dental, vision), paid 100% for employee only medical.
  • 401(k) employer contribution to help you plan for the future.
  • Company paid life insurance, STD, and LTD.
  • Pet insurance.

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