
Tier 1Technical Support Engineer
3 weeks ago
Overview
Staff4Me is seeking a motivated and friendly Tier 1 Technical Support Engineer to join our growing support team. In this role, you will serve as the initial contact for customers seeking assistance with our products and services.
Responsibilities- Check emails – respond to emails within 20 minutes.
- Set up follow ups for the day – may require follow-up calls (Tier 2 advised).
- Take calls – frontline inbound calls.
- Check 3cx voicemails (5 min) – do not exceed 5 minutes in leaving voicemails.
- Opening TTs – for all calls except ghost and wrong-number calls.
- Putting time against TTs – updating ticket time.
- Tagging resources – manually tag Derek Moore for pending quote.
- Escalate to T2 – escalate when T1 cannot resolve, for clarification or advise on how to proceed on a call.
- Keep calls to 6 min 30 sec – AHT.
- First call resolution – not necessarily closing the case on the first call; isolate, gather all pertinent details, verify in tools, and troubleshoot to resolve the guest concern if escalated.
- Wrap up – review cases created or escalated to confirm what happened at end of shift and at start of the shift.
- Replying to clients – most communication goes through emails.
- Sending Work Orders to clients – send email of work order to clients when needed.
- Previous experience in a customer service or technical support role is preferred.
- Basic understanding of computer systems, software, and networking concepts.
- Strong communication skills, both verbal and written.
- Ability to troubleshoot and solve problems effectively.
- Familiarity with help desk ticketing systems and remote support tools is a plus.
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