Technical Support Representative

Position Title Technical Support Representative

Job Level - Tier L1

Position Summary

As a Tier 1 Technical Support Representative you will be the first point of contact for customers

seeking technical assistance. The role involves addressing basic technical issues providing

troubleshooting guidance

Specific Responsibilities

• Provide day-to-day technical support through the clients IT ticketing system.
• Support install maintain troubleshoot and document PC hardware operating systems software applications printers peripherals and phones across the organization.
• Deliver technical support to employees and locations throughout the U.S. in a remote support environment.
• Perform basic network systems and application administration tasks as needed.
• Collaborate with team members end users and hospitality guests to diagnose and resolve technical issues.
• Provide technical assistance problem resolution and user training in person over the phone and through remote support channels.
• Maintain a hands-on guest-facing approach while delivering excellent customer service and support.
• Communicate effectively with users ensuring issues are addressed thoroughly and professionally.
• Perform duties under the direction of the IT Help Desk Manager and when required senior IT staff.
• Provide occasional after-hours and weekend support.
• Perform other duties as assigned.
• Entry-level candidates may be considered; however a minimum of two years of desktop support experience is preferred.

QUALIFICATIONS

• High school diploma or equivalent; additional education in a technical field is a plus.
• Certifications in relevant technologies or products are a plus
• 1 year of experience in a technical support or service role
• Experience working with CRM any ticket system is preferred
• Basic troubleshooting skills

Required Soft Skills

• Proactive approach
• Empathetic individuals
• Problem-solving skills
• Organizational skills
• Multitasking
  

Required Hard Skills

• Basic computer skills
• Excellent verbal and/or written communication skills
• Basic knowledge of industry-specific software/tools
• Familiarity with company-specific software/tools
• Ability to convey technical information clearly