One of our Austin clients is looking to add a level 1 support resource to their growing team.
This role will be responsible for answering and resolving basic product technical-support questions received from customers. Technicians are responsible for ensuring call resolution in a timely manner, meeting average handle time requirements.
Education High School Diploma or Equivalent Experience
1-2 years technical customer support
Prior help desk experience a plus
Prior experience working with iOs devices Knowledge,
Skills and Abilities:
Thorough knowledge of Windows PC environments and associated components
Working knowledge of LAN
Comfortable working autonomously and self-motivating
Ability to work diligently and utilize problem-solving skills to fix issues and ensure functionality.
Must have familiarity with Windows devices and hardware
location: Austin, Texas
job type: Contract
work hours: 8am to 5pm
education: High School
Providing remote applications support via email and phone
Answer customer phone calls, assist callers with a variety of issues, including basic software and hardware troubleshooting
Perform software upgrades as requested, managing both business standard and proprietary software
Establish call/email response prioritization
Escalate issues that cannot be resolved using current knowledge to the next level
Contributes to ensuring client self-help knowledge; documenting typical requests and incidents, resolutions, and work-around procedures
- Experience level: Experienced
- Minimum 2 years of experience
- Education: High School
- Helpdesk (2 years of experience is required)
- LAN (2 years of experience is required)
- iOS (1 year of experience is required)
- Android (1 year of experience is required)
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.