Job Description

Job Description

Job Description

Salary:

Position:

Tier 1 Support Technician (“Service Ninja I”)

Type:

Contract to Full-Time

Location:

Virtual (work from home – Must be located in or around Austin Texas)

Hours:

Primarily 8-5, M-F. 

Available:

Immediately

Description: This position reports to the Director of Service & Support and is accountable for the front-line of customer satisfaction on the TechOnPurpose (“#TOP”) Support and Service Delivery helpdesk.

Primary Responsibilities:

• Establish and maintain the front-line “tone of #TOP” in customer satisfaction, consistently serving with genuine care for our customers and a growing aptitude of technology aptitude and unparalleled quality.
• Provide timely, friendly first contact support services for client requests via phone, email or other designated support channels.
  • Make and take calls to/from #TOP customers to assist with documented customer needs
  • Work to identify customer issues, perform root cause analysis, research problems and potential resolutions where none is know or clear.
  • Proactively obtain additional customer/issue information where needed.
  • Where applicable, interact with third-party customer partners and vendors to facilitate request/issue resolution.
  • Clearly, concisely, and meticulously document customer

interactions, questions, issues and resolutions.

• Author & publish internal and customer portal knowledge base articles to enable better & faster “customer self-service” & internal issue resolution.
• Thoroughly track all time activities associated with customer interactions and service tasks.

• Ensure all customer support requests are acknowledged, reviewed, prioritized, and resolved or assigned to designated escalation resources where applicable.
• Become a subject matter expert (“SME”) on production service & support systems, including:
  • Helpdesk systems (Zoho, Connectwise, etc…)
  • Dispatch systems
  • Time & Materials systems
  • IT Automation systems (Automate, Auvik, etc…) 
  • Customer Contract systems
• Provide daily & weekly service reports as directed.
• Be fully accessible, responsible and available during designated work hours, with regular communication to customers, designated customer’s representatives or vendor partners, and other #TOP staff and engineers via phone, email, business systems and other tools as directed.
• Be creative, share ideas, serve w/genuine care, show initiative & have fun !

Qualifications & Skills:  

• • Minimum: high school degree or GED, associate’s degree preferred.
  • Passionate customer servant
  • Passion and aptitude for learning new technologies
  • Excellent listener, communicator & collaborator
  • Excellent problem-solving skills
  • Experience handling stressful customer facing issues
  • Passion for excellentce and quality
  • 3+ years of advanced PC & Windows operating system skills
  • 3+ years office application skills
  • 3+ years email & could applications experiences
  • 1+ Year IP Network design & troubleshooting skills
  • Bonus for:
    • Wordpress, css & web hosting experience
    • MAC skills
    • G Suite Applications
    • Labtech/Connectwise Skills

• Have fun!

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