Tier 1 Tech Support Technician
2 months ago
Tier 1 Tech Support Technician Job Description *REMOTE 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 will work remotely. 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, evening, overnight 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.
- Advanced understanding of computers and networks including troubleshooting and fixing computer and network related problems.
- 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.
- Access to a fast-reliable internet network.
- Access to a quiet workplace free of background noise and distractions.
- Windows 10 Computer, webcam, noise cancelling headset; must meet LogicomUSA internet/computer standards.
- Bilingual (English/Spanish) a plus.
- *Must work from and reside in a LogicomUSA approved remote location.
Education/Experience:
- High School Diploma or equivalent.
- 1+ years of experience in a technical support role (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.
Various Shifts available. 4-day work week: Either Sunday through Wednesday or Monday, Tuesday, Thursday, Friday.
10-hour workdays including a 30-minute paid lunch break.
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