Tier 1 Support Technician

23 hours ago

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TechOnPurpose

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voip • networking • ShoreTel • SD-WAN • Network Storage

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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 !

Requirements

• 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