Tier 1 Technical Support Representative (REMOTE IOWA)
On-siteWest Des Moines, Iowa, United States
West Des Moines, Iowa, United StatesOn-siteFull TimeSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Conduct inbound telephone, email, and chat support for hardware, software, wireless communications, and account management inquiries. Answer customer questions, resolve open issues, and log all interactions and commitments in the ticketing system while maintaining clear documentation. Assist customers with installation, best practices, and billing, then research and prepare detailed escalations to second-level support. Review and follow up on open issues as needed, ensuring all commitments are completed.
Required Qualifications
- High school or equivalent
- Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner
- Excellent written and oral communication skills, including strong listening skills
- Intermediate to advanced computer skills with emphasis on Internet knowledge
- 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite
- Experience working in a customer Support Center
- Experience working with Mobile Communications
- Experience working with Transportation
- Must exhibit dependability, adaptability and flexibility
- Ability to diagnose and troubleshoot issues
- Basic math skills
- Creative thinking and reasoning ability
Desired Qualifications
- Accounting or accounts receivable experience is a huge plus
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