Tier 1 Technical Support Representative - Remote

Overview

The Tier 1 Technical Support Representative is the first point of contact for customers seeking technical assistance, handling phone calls, live chats, and tickets with urgency while performing basic troubleshooting and escalating complex issues as needed.

In Short

• First point of contact for technical assistance.
• Handle phone calls, live chats, and tickets.
• Perform basic troubleshooting.
• Escalate complex issues as needed.
• Document tickets according to protocols.
• Work from home, Monday to Friday.
• Occasional Sunday shifts set in advance.
• Strong communication skills required.
• Prior experience in customer service or technical support preferred.
• Ability to manage multiple tasks in a fast-paced environment.

Requirements

• High school diploma or equivalent; higher education is a plus.
• Prior experience in a customer service or technical support role.
• Strong problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks simultaneously.
• Familiarity with ticketing systems and live chat platforms.
• Strong attention to detail.
• Ability to follow established protocols.

Benefits

• Flexible work environment.
• Opportunity to work from home.
• Supportive team structure.
• Potential for career advancement.