Technical Support Representative

Tier 1 Technical Support Representative

Location: Waverly, Ohio

Reports to: Technical Support Manager

Compensation: Competative Compensation

FLSA Status: Full-Time

Physical Demands: Must be able to sit for long periods of time. Must have clean driving record for occasional driving. Must be able to lift up to 25 pounds.

Work Environment: The work environment is that of an indoor office setting.

Description: We are dedicated to providing our customers with unmatched technical support where customer focus will always exceed our customers’ expectations. We will always resolve issues professionally and effectively with unmatched expertise. The Tier 1 Technical Support position will be the first point of contact for SOCS customers. You will be resposnible for trouble shooting all SOCS issued equipment and providing basic tech support for customer owned devices. You will schedule customer appointments, take payments over the phone, and make customer call backs. The Tier 1 Technical Support Representative is required to work as a team, communicating effectively with Tier 2 support staff.

Key Responsibilities

• Respond to inquires by phone, email, and in person, providing timely required information.
• Must be the “Public Face” of SOCS/Customer Liaison, communicate effectively with customers, always exceeding their service expectations and building customer “best practices” for the SOCS brand.
• Must quickly diagnose, prioritize, and troubleshoot customer issues with proven multi-tasking abilities.
• Effectively communicate with Tier 2 and Networking staff.
• Schedule customer appointments, take payments over the phone, and perform customer call backs.
• Perform trouble shooting on all SOCS owned customer equipment, and basic technical support for customer owned devices.
• Perform other related duties as required and directed.

Requirements for Role

Education/Experience: High School diploma required, previous customer service experience, preference given to ISP support or PC repair experience.

Skills: Must be able to quickly acquire knowledge of SOCS technical support customer service standards.

• Must demonstrate a desire to learn, supported with a love for technology.
• Must have the ability to communicate effectively over the phone, and be proficient in typing.
• Must possess knowledge and skills in executing business correspondence and be able to proofread for grammar, spelling, and punctuation with a high degree of accuracy.
• Must possess basic knowledge of wifi routers, and both Mac and Windows operating systems.
• Must have the ability to quickly build rapport and credibility.
• Must have proven ability to work within a fast-paced, high-change, diverse, cooperative-work environment.
• Must demonstrate personal accountability to set priorities, organize workload, handle multiple interruptions, and meet deadlines while working with a flexible schedule to manage time effectively.

Further Information:

DISCLAIMER: We are an Equal Opportunity Employer for any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national origin, veteran status, disability, or any other legally protected characteristic. All employees must be authorized to work in the United States. We are a drug-free work environment. Employment with the company is contingent on the successful completion of a drug test, reference check, and MVR check.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k) matching
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Ability to Commute:

• Waverly, OH 45690 (Required)

Work Location: In person