Job Details

ID #45931116
State Idaho
City Boise
Job type Contract
Salary $18 - $20 per hour
Source The Ascent Services Group
Showed 2022-09-23
Date 2022-09-22
Deadline 2022-11-20
Category Et cetera
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Technical Customer Support -Tier 1

Idaho, Boise, 83705 Boise USA
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Technical Customer Support - Tier 1

Boise, ID (Onsite)

3-6 Month (Contract-to-Hire)

Must be available to work a set day shift Monday-Friday (flexible schedule options are available)

Top 5 preferences:

  • High school or equivalent (Required)
  • Call center: 2 years (Preferred)
  • Software troubleshooting: 2 years (Preferred)
  • Customer support: 2 years (Required)
  • Technical support: 2 years (Required)

Overview: We are currently searching for a motivated and customer-oriented Tier 1 Technical Customer Support Specialist to fill an onsite, office-based support position. The primary objectives of the Tier 1 Technical Support Specialist are to develop and maintain a thorough and complete knowledge of all products in order to provide an exceptional level of support to customers, distributors, and specifiers. A successful Tier 1 Technical Customer Support Specialist will have the ability to quickly identify a customer's need, provide timely solutions, and communicate those solutions to the customer in order to maximize customer satisfaction.

Key Responsibilities:

  • Handle all in-bound customer support interactions (phone calls, email, web requests)
  • Appropriately escalate technical support issues within the technical support team, and provide any data or support in order to facilitate a quick resolution to the customer's issues
  • Maintain ongoing follow-up outreach and communication loop with customers to keep them informed of expected steps, timelines, status updates, and problem resolutions
  • Document case notes, troubleshooting details, action plans, and resolutions for all support interactions in the company CRM service case system (Salesforce)
  • Use the company Return Authorization process to facilitate warranty product replacements
  • Maintain clear and accurate records of all customer interactions
  • Maintain a professional manner at all times
  • Technical Customer Support Specialists must be able to communicate clearly and effectively with personnel, distribution and other channel partners, and customers
  • Other duties as assigned or directed by the company

Required Skills & Experience:

  • A proven track record in technical support, call center, and/or customer service position is required
  • High School Diploma or equivalent
  • A minimum of two years of technical customer support experience is strongly preferred
  • Hardware and software technical troubleshooting background is highly desired
  • Experience in irrigation principles and systems is preferred
  • Experience with electrical and/or mechanical systems is preferred
  • Experience with IoT, networks, and cellular communications is preferred
  • Fluent in English and Spanish preferred
  • Excellent written and verbal communication skills are required
  • Proficient with Outlook, Microsoft Word, Microsoft Excel, and/or other basic computer-based communication tools
  • Practical problem solving, critical thinking, and troubleshooting skills
  • Well-honed listening skills and ability to identify root cause problem statements
  • An ability to diffuse high-pressure situations through effective communication and empathy
  • A hunger to learn and the ability to flourish in a dynamic, high-growth entrepreneurial environment
  • Self-starter with a hands-on approach to training and a desire for continued learning
  • Positive attitude and ability to work well as part of a collaborative team
  • Ability to quickly learn irrigation, electrical, and networking technology-related concepts and effectively apply the concepts to troubleshoot and help educate others
  • Attention to detail and the ability to assess and prioritize multiple tasks efficiently

If this is not a fit for you, or you are not interested, Ascent/ACS offers an excellent referral bonus. We look forward to hearing from you!

Recruiter: Amanda Bazurto-Smith |lt;/strong>

About Ascent: The Ascent Services Group/ACS is a nationally recognized technology staffing and professional services firm that focuses on tactical and strategic consulting and workforce management solutions. We work in the Life Sciences, Technology, and Business Professional talent categories, and meet the needs of mid-market and large Enterprise clients. With nearly 6 million professionals in our network, you will have access to an abundance of opportunities and resources to assist you in career development. Our promise is to listen, connect, and deliver value

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