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The role of Tech Support Level 1 is pivotal in assisting field technicians with completing their scope of work. This includes providing break/fix diagnostics and addressing specific on-site customer requirements to ensure all tasks are executed accurately and efficiently. The successful candidate will serve as a crucial point of contact for field technicians, offering timely support and troubleshooting to ensure the highest standards of service and customer satisfaction are consistently met.

Responsibilities:

  • Collaborate in a team environment to manage and complete all daily department tickets.
  • Handle queue calls from field technicians for technical support and ticket management.
  • Manage a shared email inbox, ensuring quick and accurate response times.
  • Facilitate conference calls with customers and technicians using various software.
  • Maintain detailed documentation of each ticket interaction with customers, technicians, and internal teams.
  • Identify and escalate urgent situations.
  • Stay updated with company systems, information, changes, and updates.
  • Enhance the company brand by finding innovative ways to support customers.
  • Explore new approaches to work responsibilities.
  • Participate in a rotating weekly on-call schedule.
  • Perform other duties as requested, delegated, or assigned.

Requirements

  • Must be willing to work the graveyard shift.
  • Associate or bachelor’s degree in a related field preferred.
  • Minimum of 2 years in a call center or related position.
  • At least 2 years of technical support experience and/or field experience preferred.
  • A+ computer certification preferred.
  • Technical Knowledge: Proficient in POS systems, PCs, audio, structured cabling, telecom, and data services.
  • Problem Solving: Strong problem analysis and solving skills, with the ability to review information and provide support or guidance to technicians over the phone.
  • Independence: Self-motivated and self-directed, capable of making decisions based on situational needs.
  • Adaptability: Ability to adapt to changing situations and handle stress effectively.
  • Call Center Experience: Familiarity with call center environments and queue management.
  • Email Management: Proficient in managing emails and maintaining prompt response times.
  • Ticket Management: Experience with ticket management platforms.
  • Typing Proficiency: Excellent typing skills and speed.
  • Communication Skills: Outstanding verbal and written communication skills.
  • Customer Service: Exceptional customer service skills and professionalism.
  • Attention to Detail: Strong attention to detail and excellent time management skills.
  • Software Proficiency: Proficient in Microsoft Teams, Outlook, Excel, and Edge.
  • Familiarity with Firefox and Google Chrome.

Benefits

    • HMO
    • Group Life Insurance Benefit
    • Virtual Credit Card
    • Paid Leaves
    • Government Benefits
    • Other exciting benefits to be discussed

    Supplemental pay types:

      • 13th month salary
      • Overtime pay
      • Night Differential

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