TECHNICAL CUSTOMER SUPPORT TIER 1

CTS (COM HOME NETWORK SOLUTIONS LLC)

TECHNICAL CUSTOMER SUPPORT TIER 1

Frisco, TX
Full Time
Paid
  • Responsibilities

    Benefits/Perks

    Competitive Compensation

    Flexible Scheduling

    Career Growth Opportunities

    Fun, casual & collaborative work environment

    Flexible working hours & remote working opportunities

    Benefits including medical, dental, and paid vacation

    Monthly happy hours to spend time with your work family

    Job Summary

    The Technical Customer Support Tier 1 will assist customers with troubleshooting and incident creation to resolve customer trouble. In this position, they will be expected to support and resolve customer issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills and the willingness to learn and be trained and develop key technical skills.

    The Technical Customer Support Tier 1 will assist customers with troubleshooting and incident creation to resolve customer trouble. In this position, they will be expected to support and resolve customer issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills and the willingness to learn and be trained and develop key technical skills.

    Core Functions

    Provide first-level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues, or escalating issues to the Tier 2 team

    Assist inexperienced or nontechnical end users in resolving issues

    Diagnoses browser and networking issues

    Records and/or maintains accurate information within the ticketing system

    Interfaces directly with customers to ensure their issue(s) are resolved, and a superior customer experience is provided • Work in a team environment

    Coordinating, working with, and following up on work performed by remote field techs. Winning Behaviors, Competencies, and Skills

    Be available to work any shift in a 24x7 call center environment

    Flexibility Should be able to prioritize and meet tight deadlines

    Must be organized, detail-oriented, and able to work without constant instruction

    Possess a technical aptitude for performing technical tasks to resolve customer issues

    Ability to work in a high-intensity, stressful environment

    Ability to work a flexible or rotating schedule, including weekends and evenings, to perform additional tasks or duties outside normal daily activities.

    Knowledge, Skills, and Abilities Requirements:

    Candidate must have strong analytical skills

    Strong verbal and written communication and interpersonal skills

    Professional demeanor

    Have a customer satisfaction-driven attitude

    Be an active contributor in a positive team environment

    Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment 2

    Personality and communication (soft skills):

    Ability to work both independently and as part of a team

    Must have excellent customer service skills and manage time well while working with multiple clients at the same time

    Must be able to communicate empathetically, logically, and clearly

    Must be able to work in an on-demand, fast-paced customer service environment without becoming frustrated, frazzled, or angry

    Exercise the highest level of confidentiality and ethical standards at all times.

    Hard skills:

    Proficient in configuring and troubleshooting production services

    Configuration and troubleshooting of network FW rules Experience Education:

    High School diploma or equivalent

    Flexible work from home options available.