technical support, site support, customer service, troubleshoot
Full Time
$18 - $22
Tier 1 Technical Support
Tampa
Tampa based product customization company looking for a Tier 1 Technical support technician. This company believe in their employees having a good work life balance. The gift of giving back and career development. It is the ideal opportunity for a Technical support technician to take their career to the next level.
Responsibilities:
• Provide first-level technical support and assistance to customers via telephone, email and online chat using available tools and following the policies and procedures for the handling of support cases.
• Complete a comprehensive intake of customers requests, needs and information on the front end to provide useful information for analysis of the symptoms and correctly defining the problem.
• Provide first-level ticket triage and escalate issues to the appropriate team members for resolution.
• Communicate with customers to evaluate service requests, gather information and data to be used in resolving issues.
• Attend to assigned tickets in the system, including logging cases, documenting time spent on calls (future), issue resolution and customer response.
• Answer customer inquiries to address questions/concerns within 24 hours.
• Answer all software related inquires that involve operating equipment, artwork issues and print settings.
• Follow up with existing Follow Up to Resolve cases to offer part install assistance including and confirming if:
• Customer received the parts
• Customer successfully installed the parts or require assistance
Skills and Experience:
• Maintain in house production equipment by performing weekly maintenance and troubleshooting.
• Participate in the beginning of day support team meeting to review case load and or report issues for resolution.
• Engage in continuous improvement efforts by brainstorming ideas that will increase productivity and efficiency.
• Maintain a teamwork mentality by assisting co-workers with other tasks, duties and special projects, as requested.
• Keep up to date on new products, tools and equipment being promoted by the company.