Tier 1 Technical Support

Compensation Range

Job Description Summary:

Job Description:

POSITION RESPONSIBILITIES AND DUTIES:
• Receive and screen incoming requests from internal customers via telephone, email, chat or website, and properly identify services to be performed
• Log, track, and resolve requests via ticketing system
• Maintain or exceed Service Level Agreement to business customers
• Provide consistent communication and follow up with customers to ensure proper levels of service
• Analyze and resolve a high percentage of initial customer calls based on support provided instructions in an accurate and timely manner
• Determine customer needs and evaluate request against standard Company policies and procedures
• Identify and document problems potentially requiring on-site support
• Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support
• Setup, configure, and deploy personal computer hardware and software and maintain and document computer and software assets
• Complete other responsibilities as assigned

MINIMUM SKILLS OR EXPERIENCE REQUIREMENTS
• 2+ years experience providing support in an Enterprise/Corporate environment
• Associates or BS degree in any discipline and/or Microsoft and/or CompTIA certifications preferred
• Strong software troubleshooting skills and prior experience with Fresh service or equivalent ticketing systems
• Desktop and Laptop hardware familiarity (Lenovo a plus)
• Experience with Windows 7, 8, and MS Office 2010 support & troubleshooting
• Printer and general application support, installation & troubleshooting
• Basic Active Directory knowledge, password resets & group memberships
• Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS
• Knowledge of Remote Control/Remote Access tools and methodologies
• Detail oriented, strong problem solving skills, and capable of working with minimal supervision
• Ability to work independently and as a team member within established policies and procedures
• Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly
• Ability to work with aggressive timelines and targets
• Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment
• Ability to multitask efficiently; plan, organize, and prioritize tasks and activities
• Ability to fully identify and confirm expectations, accept responsibility of assigned requests
• Ability to communicate timely, effectively, and clearly to the appropriate audience
• Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete
• Ability to maintain responsibility while communicating status, until the customers receives their expected result or communicates to the customer the transfer of accountability to another individual
• Excellent English verbal, listening, and written communication skills
• Professional phone etiquette; able to handle/defuse angry customers

SUMMARY OF BENEFITS

This role is eligible for the following benefits:  medical, dental, vision, 401(k) with company matching, Employee Stock Ownership Program (ESOP), individual stock ownership, paid vacation, paid sick leave, paid holidays, bereavement leave, employee assistance program, pre-tax flexible spending accounts, basic term life insurance and AD&D, business travel accident insurance, short and long term disability, financial wellness coaching, educational assistance, Care.com membership, ClassPass fitness membership, and DashPass delivery membership.  Voluntary benefits include additional term life insurance, long term care insurance, critical illness and accidental injury insurance, pet insurance, legal plan, identity theft protection, and other voluntary benefit options.