Tier 1 Customer Technical Support
2 months ago
Job Title: Tier 1 Customer Technical Support Agent
Location: Melbourne, FL (**Onsite, not remote**)
Two shifts available:
Shift #1: 9:30am to 6:00pm (Monday to Friday)
Shift #2: 10:30am to 7:00pm (Monday to Friday)
**Required**:
- Requires minimum of 1 year customer service experience
- Requires tech savvy skills
- Prefer professional hardware/software support experience (mobile device, consumer electronics, home theater installation, electronics repair, software/OS troubleshooting etc.)
**Summary**
**Essential Duties & Responsibilities**
- Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures.
- Process warranty and return/refund requests for products.
- Retain ownership of all cases throughout the resolution process
- Provide input to internal escalation departments, though proper escalation procedures
- Communicate bug fixes and new enhancements to customers
- Provide excellent customer service at all times
- Follow up to customer inquiries by taking specific action in a timely manner
- Troubleshoot equipment and system problems
- Problem solves and strives for first call resolution
- Enters data from customers into various software programs
- Appropriately communicate with upset customers to resolve their inquiries
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment
- Participates in additional training courses when needed
- Performs other related duties and assignments as required and as assigned by supervisor or manager
- Exercise retention efforts when appropriate
**Skills and Attributes**
- Speak clearly, calmly, and maintain professional composure in stressful situations
- Strong listening and comprehension skills
- Be flexible and accepting of change
- Strong desire to help others, solve problems, and find solutions
- Continuously demonstrate a high sense of urgency
- Logical problem solving skills and ability to multi-task
- Ability to troubleshoot and resolve problems in a technical team-oriented environment
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