Frontline Tech Support: Tablets & Connectivity

American Innovations, Ltd.; Austin (TX); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Paid Leave

401k Matching

Supportive Environment

Environmentally Friendly

Job summary

American Innovations in Austin, TX, is seeking a Technical Support Representative, Tier 1, to be the first contact for customers with tablets, connectivity, and account issues via phone and chat. You will resolve issues, document clearly, and help improve the knowledge base over time.

This hands-on role shapes how customers experience our products and services. You will troubleshoot devices, use remote tools, escalate when needed, and collaborate across teams to meet service levels and customer

Qualifications

• 2+ years in technical support or help desk.
• 2+ years in a customer-facing service role.
• Strong written and verbal communication.
• Hands-on experience with help desk / ticketing software.
• Experience using remote support tools (e.g., TeamViewer, LogMeIn).
• Practical experience troubleshooting common network connectivity issues.
• Working familiarity with Windows and iOS operating systems.
• Curiosity and willingness to learn new technologies.
• A collaborative, team-oriented approach to problem-solving.

Responsibilities

• Provide responsive, high-quality customer support over phone and chat to external customers and internal teams [JL1]
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity
• Troubleshooting rugged field tablets, Bluetooth peripherals, wireless connectivity, and American Innovations software applications.
• Configure and pair Bluetooth peripheral hardware devices
• Resolve common login and multi-factor authentication (MFA) issues
• Support tablet devices remotely using remote console tools
• Use the knowledge base to deliver fast, accurate solutions to customer requests
• Triage technical issues effectively and route them to the right team when needed
• Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager
• Identify gaps in support documentation and contribute new or improved knowledge base articles
• Collaborate cross-functionally with other teams to resolve and close customer cases
• Contribute ideas for improving team processes and the broader customer support experience
• Meet or exceed established service level, quality, and customer satisfaction goals

Skills

Customer support

Ticketing software

Remote support tools

Windows

iOS

Bilingual English/Spanish

Tools

TeamViewer

LogMeIn

Job description

American Innovations in Austin, TX, is seeking a Technical Support Representative, Tier 1, to be the first contact for customers with tablets, connectivity, and account issues via phone and chat. You will resolve issues, document clearly, and help improve the knowledge base over time.

This hands-on role shapes how customers experience our products and services. You will troubleshoot devices, use remote tools, escalate when needed, and collaborate across teams to meet service levels and customer