WFH Inbound Technical Support Tier 1 Representative

About the role

The Technical Concierge serves as the first point of contact for incoming technical support calls. This role is responsible for answering, screening, and directing customer inquiries to the appropriate department or support tier. Success in this position requires strong communication skills, active listening, accurate documentation, and the ability to remain calm and professional under pressure.

Key responsibilities

• Answer inbound calls and serve as the first point of contact for technical support
• Gather preliminary information to determine the nature of customer issues
• Accurately document call details and transfer to the correct department or support tier
• Maintain professionalism and a positive attitude on every call
• Follow established call-handling, troubleshooting, and escalation procedures
• Log call details and update case records in Salesforce or internal CRM systems
• Communicate clearly with internal teams to ensure accurate handoff of cases
• Support communication via Microsoft Teams, Outlook, or similar tools
• Assist with equipment ordering via NetSuite (as applicable)
• Prepare and distribute technician dispatch forms through DocuSign (as applicable)

About you

• 2–3 years of customer service or call center experience
• Experience working with US-based customers or clients
• Excellent verbal and written communication skills
• Strong documentation and issue-screening abilities
• Ability to assess customer concerns and route to the appropriate support group
• Detail-oriented note-taking and data entry accuracy
• Ability to remain calm and professional under pressure
• Highly organized with the ability to manage multiple calls efficiently
• Basic technical literacy and willingness to learn new tools and systems
• Stable internet connection and a quiet, professional workspace