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Tier 1 Technical Support

2 months ago

West Melbourne, United States National Service Source Full time
THE COMPANY
USSI Global provides field maintenance and system integration for multiple technology markets including commercial communication systems, government weather & consumer sites, digital media and broadcast host locations. With over 300 service locations throughout the United States, others in Canada, Mexico, U.K., the Caribbean Islands, and 140 other countries, we are positioned to handle national and global requirements. Visit us at www.ussiglobal.com.
Position: Tier 1 Tech Support Rep
Location: Melbourne, FL (Onsite, not remote)

Shift: 11:30a to 8:00p (Mon to Fri)

Pay: $18.00/hr
Required:
  • Previous experience providing software and/or hardware technical support (OR) a technical degree with the goal of providing IT Support

Overview:
• Assist B2B Customers with Tier 1 Technical Customer Support
• Act as a liaison between multiple parties including customers, technician, and in-house staff.

Summary

The role of Tier 1 Customer Support Agent is to provide a noteworthy customer experience. Customers will have the opportunity to provide feedback on their Samsung experience; your job is to make that experience worth talking about, in a good way. The goal of every customer interaction is to help the customer resolve their concern or issue with as little effort as possible.

Essential Duties & Responsibilities
• Provide end user support to customers for Display systems and solutions through inbound/outbound phone and email communications.
• 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
• Report enhancement requests received from customer regarding hardware, application, or documentation
• 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