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Tier 1 Tech Support Technician

2 months ago

Madison, United States LogicomUSA Full time
Job DescriptionJob Description

Tier 1 Tech Support Technician Job Description ONSITE Non-Exempt/Full Time Opportunity

LogicomUSA is an industry leading support company that provides end user support services for Businesses and Consumers. By teaming up with the best providers in the telecommunications industry we make sure our customers have the best solutions available. The result is a simple and secure solution that saves time, money and provides confidence to our customers. Tier 1 Tech Support Technician I will work in our office in Madison, Mississippi. Must be friendly and outgoing with clients, willing to solve problems and take on responsibility. Equal Opportunity Employer.

Job Responsibilities:

  • Provide essential Tier 1 support to customers in a professional and customary manner.
  • Answer inbound tech support calls and make outbound calls to customers as needed.
  • Thoroughly troubleshoot, investigate, and resolve customers peripheral related problems.
  • Keep detailed notes of all work performed on customers’ peripherals.
  • Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
  • Must maintain nonphysical escalation rate of 35% or under.
  • Maintain 85% CSAT (customer satisfaction) and 90% QA (quality assurance) ratings.
  • Ensure that all the customers have an exceptionally positive experience with LogicomUSA.
  • Availability to work various shifts, including but not limited to day or evening shifts as assigned.
  • Work on other ongoing and short-term projects as outlined by management.
  • Adhere to all company policies, procedures, and business ethics codes.

Qualifications:

  • Excellent communication, both verbal and written and proficient in English.
  • Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
  • Ability to manage time and effectively prioritize numerous projects at one time.
  • Willingness to solve complicated problems and see projects through to completion.
  • Understanding of company products, services, and policies.
  • Bilingual (Spanish/English) a plus.


Education/Experience:

  • High School Diploma or equivalent.
  • 1+ years of experience in a technical support role (preferred).
  • 1+ years of experience in a contact center environment handling high volume of calls (preferred).

Physical Requirements/Working Conditions:

  • Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
  • Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.


Compressed work week of 4 days a week with 3 days off. Various shifts.
10-hour workday excluding lunch.