Tech Support L1

**Technical Support Tier 1**

Tier 1 is our “front lines” of communication with our clients and resellers concerning tech support questions and defect reporting a resolution. A high level of communication skills is required to maintain superior communication (both in quality and in timeliness) during interactions. Tier 1 should work to resolve any issue that they can, but be quick to escalate issues above their knowledge and skillset, learning something in each of these interactions. Clients working with Tier 1 should become evangelists for Teamwork Pro support.

**Goal**

To be the primary point of success with clients and resellers concerning technical issues through superior communication (quality and speed) and by rapidly addressing problems/Issues and competently resolving them to client satisfaction.

**Purpose**

To Eliminate friction in Commerce through rapid resolution of technical problems.

**The End Result**

Tech Support and customer service issues swiftly addressed and competently handled, exceeding customer/reseller expectations resulting in Teamwork Client and Reseller evangelists.

**Responsabilidades**:
Tier 1 is the primary point of contact at the Break/Fix level. In other words, when an issue arises of any kind that appears to be of the nature where something (hardware or software) is not operating as expected, Tier 1 is the frontlines contact person at the point the issue is reported, and should demand to remain the key contact through to the resolution of the issue

By properly setting the customer’s expectations for resolution, the Tier 1 support rep keeps

the client calm while solving or working with the team to solve any issue. Before escalating the problem to the next tier, Tier 1 Support Reps are expected to resolve any issue they’ve been trained to solve and/or for which they have the tools. As internal knowledge grows and tools are created to solve support issues, this job continues to expand.

Tier 1 operates on several different shifts in order to support our clients and their schedules, and it includes pre-scheduled calls, on-call weekends and on-call holiday support. Secondarily, Tier 1 Support Reps, due to the nature of working intimately with clients, must “own” all issues that they begin. Per other Advices, Tier 1 escalates an issue if they are not making progress over a 30-60 minute period. However, even after escalating issues to Tier 2, the CSM Support Lead, or Tier 3, the Tier 1 Rep is still responsible for tracking the progress of an escalated issue and ensuring the customer gets handled and the issue resolved. By doing this, the trust in Tier 1 as a point of contact (POC) will grow and stay strong.

Calificaciones y Habilidades
- Take calls from clients and answer questions to solve problems
- Use BOMGAR remote viewing software to take client server requests
- Use Jira ticketing systems to take, manage and solve support tickets for clients
- Work collaboratively with other Tier 1 Support Representatives
- Escalate issues and work collaboratively with Tier 2 and Tier 3 personnel
- Log all time for task, tickets and projects worked on during the day
- Log all software issues in quality assurance database and follow up accordingly

Tipo de puesto: Tiempo completo

Sueldo: $15,000.00 - $25,000.00 al mes

Beneficios:

- Seguro de vida

Pregunta(s) de postulación:

- ¿Vives actualmente en Querétaro? ¿Puedes trabajar esquema híbrido en oficinas en Juriquilla, Querétaro?

Experiência:

- SQL: 1 año (Obligatorio)
- help desk: 2 años (Obligatorio)

Idioma:

- Inglés avanzado (Obligatorio)

Lugar de trabajo: remoto híbrido en 76230, Jurica la Solana, Qro.