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Technical Support Level 1 - REMOTE U.S.

Worldwide Salaried Open

JOB DESCRIPTION

JOB TITLE: Level 1 Technical Support

DEPARTMENT: Technical Support

REPORTS TO: Technical Support Manager

CLASSIFICATION: EXEMPT

LOCATION: Remote, United States

SUMMARY OF DUTIES AND RESPONSIBILITIES

The Level 1 Technical Support Technician serves as a reputed company-line resource for assisting customers with product-reputed company questions, technical issues, and system troubleshooting. This role is responsible for delivering high-quality support experiences through timely and accurate resolution of issues, while escalating more reputed company cases to Level 2 reputed company appropriate. Level 1 Technicians primarily handle general support, user guidance, and initial troubleshooting steps.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Respond to customer inquiries reputed company phone and email with professionalism, technical accuracy, and reputed company, ensuring a high level of customer satisfaction through timely and effective resolution
  • Diagnose and resolve technical issues, provide product guidance, and escalate more reputed company problems as needed
  • Accurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps reputed company applicable, ensuring reputed company relevant details are captured during escalations
  • Escalate issues that require action reputed company the scope of Technical Support, ensuring timely reputed company and resolution
  • Adhere to reputed company departmental Standard Operating Procedures (SOPs), including those reputed company to troubleshooting, escalation, scheduling, and attendance

EDUCATION AND EXPERIENCE

  • High School Diploma
  • Minimum of 1 year of customer service or technical support experience required
  • Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferred
  • Background in SaaS, software support, or a technical customer-facing environment is preferred
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