Tier 1 Technical Support Representative

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Requirements:

• Prior experience in a customer service or technical support role.
• Strong problem-solving skills with the ability to perform basic troubleshooting.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.
• Familiarity with ticketing systems and live chat platforms.
• Strong attention to detail and commitment to accurate documentation.
• Ability to follow established protocols and escalate issues appropriately.

Responsibilities:

• Log into the phone queue and handle incoming calls during scheduled Queue Time.
• Manage Tier 1 (T1) tickets, treating them with the same urgency as phone calls.
• Respond to Live Chats promptly, with the same priority as phone calls.
• Document tickets thoroughly according to the Ticket Documentation Protocol before escalating.
• Perform basic troubleshooting and apply known fixes to resolve customer issues.
• Escalate complex or difficult tickets to the Team’s Escalation Lead.
• Escalate emergency tickets following the company’s emergency protocols.
• Complete any additional tasks assigned by the Technical Support Manager and Team Leaders.