Technical Support Representative - Level 1 - Remote

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.