Tier 1 Tech Support Technician

Summary

JSI is a leading full-service consulting firm specializing in broadband solutions. As a Tier 1 Tech Support Technician, you will provide essential technical support to customers by troubleshooting and resolving peripheral related issues while collaborating with the Contact Center team.

Responsibilities

• Provide essential Tier 1 support to customers in a professional and customary manner
• Answer inbound tech support calls and make outbound calls to customers as needed
• Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems
• Keep detailed notes of all work performed on customers’ peripherals
• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner
• Maintain 90% QA (quality assurance) ratings
• Work on other ongoing and short-term projects as outlined by management

Skills

• High school diploma or equivalent
• Excellent communication, both verbal and written and proficient in English
• Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities
• Ability to manage time and effectively prioritize numerous projects at one time
• Willingness to solve complicated problems and see projects through to completion
• 1+ years of experience in a technical support role
• 1+ years of experience in a contact center environment handling high volume of calls

Qualifications

Must Haves

• High school diploma or equivalent
• Excellent communication, both verbal and written and proficient in English
• Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities
• Ability to manage time and effectively prioritize numerous projects at one time
• Willingness to solve complicated problems and see projects through to completion

Nice to Haves

• 1+ years of experience in a technical support role
• 1+ years of experience in a contact center environment handling high volume of calls

Benefits

• Performance-based bonuses
• Comprehensive benefits package (medical, dental, vision, 401(k))
• Generous PTO and travel support
• Ongoing professional development and educational opportunities