Tier I Tech Support Agent (Seasonal)
New
J
JobgetherCustomer Success
United StatesFull-TimeEntry
Salary16 USD per hour
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Job Details
- Required Skills
- Customer serviceTroubleshootingTechnical support
Requirements
- High school diploma or equivalent required.
- Previous customer service or technical support experience is preferred.
- Basic understanding of computer systems, commonly used software, hardware, and fundamental troubleshooting techniques.
- Ability to explain technical concepts and solutions in simple, easy-to-understand language.
- Strong customer-service mindset with the ability to remain professional, patient, and helpful.
- Strong problem-solving skills and the ability to diagnose and resolve straightforward technical issues independently.
- Good time-management and organizational skills, with the ability to handle multiple requests.
- Adaptability and willingness to learn new technologies, tools, systems, and support processes.
- Strong written and verbal communication skills.
- Ability to work effectively both independently and as part of a support team.
- Comfortable working on a computer and communicating through phone, email, or video calls.
- Ability to occasionally lift or move items weighing up to 20 pounds.
Responsibilities
- Respond promptly and professionally to technical support requests received by phone, email, and ticketing systems.
- Diagnose common technical problems and provide clear, step-by-step instructions to help users resolve issues.
- Troubleshoot basic computer, software, hardware, and related technology issues within the scope of Tier I support.
- Escalate complex or unresolved technical issues to Tier II support or the Tech Support Manager when appropriate.
- Create, update, and maintain accurate support tickets, documenting troubleshooting steps and resolutions.
- Provide a high level of customer service by handling questions and technical concerns with patience, professionalism, and care.
- Create and maintain knowledge-base articles covering recurring technical issues and effective solutions.
- Collaborate with teammates and managers to identify opportunities to improve support processes and overall service quality.
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