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Customer Support Tier 1 Representative
$37,440 - $41,600/Yr
TEKsystems - Round Rock, TX
posted about 2 months ago
Full-time - Entry Level
Round Rock, TX
10,001+ employees
Professional, Scientific, and Technical Services
About the position
As a Customer Support Tier 1 Representative at TEKsystems, you will provide initial technical support in a fast-paced communication center. Your primary responsibilities will include monitoring systems, troubleshooting technical issues, and escalating unresolved problems to higher support tiers. This role is essential for ensuring customer satisfaction and operational efficiency, particularly in monitoring equipment such as alarm systems.
Responsibilities
- Monitor alarm systems and troubleshoot issues as they arise.
- Provide tier 1 support through various communication methods including email and chat.
- Analyze and resolve technical issues related to connectivity, installation, and equipment defects.
- Educate customers on equipment usage and troubleshooting steps.
- Escalate unresolved issues to the next tier of support or arrange service calls as necessary.
- Utilize multiple computers and databases to document interactions and resolutions.
Requirements
- High school diploma or GED is required.
- Minimum of 6 months experience in help desk, ticketing, or troubleshooting roles.
- Strong customer service mindset and communication skills.
Nice-to-haves
- Experience with IT support or technical troubleshooting.
- Flexibility with work schedule.
- Familiarity with software systems, particularly Nest.
Benefits
- Competitive hourly wage of $18 - $20.
- Opportunity for career advancement to phone support after 6 months.
