Technical Support Specialist Tier 1 Job Brief:
We are an IT company with a headquarters in Cleveland, Ohio. We have been in business for nearly three decades. We are looking for a competent Technical Support Specialist Tier 1 to provide fast and useful technical assistance on computer systems. The ideal candidate must be customer-oriented and patient to deal with difficult customers.
Technical Support Specialist Tier 1 Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
Technical Support Specialist Tier 1 Requirements:
- Proven experience as a help desk technician or other customer support role.
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Experience with O365 troubleshooting
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- BS/BA in IT, Computer Science or relevant field is an asset, not a requirement