Onsite Tier-1 Tech Support Pro

VXI Global Solutions; Palmetto (GA); In loco; USD 20.000 - 28.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive hourly pay $17.50/hr

Bonus opportunities after training

Employee Referral Program

Career growth opportunities

Team-oriented work environment

Descrizione del lavoro

VXI Global Solutions is hiring a Technical Support Representative (Tier 1) for on-site work in Morrow, GA. The role handles initial customer contacts for internet issues, billing questions, and general account needs, providing basic troubleshooting and creating/closing trouble tickets.

You will document interactions, use approved tools, and escalate complex cases as needed. The position emphasizes reliability, teamwork, and meeting quality and productivity standards in a fast-paced center.

Competenze

• High school diploma or GED required.
• 1–2 years of customer service/contact center experience.
• Previous technical support experience preferred.
• Strong customer service, communication, active listening, and probing skills.
• Effective critical thinking, troubleshooting, and problem-solving abilities.
• Ability to diagnose and resolve basic hardware, software, internet, and network-related issues.
• Proficient in navigating multiple systems and screens while assisting customers.
• Strong attention to detail with accurate documentation and ticket management.
• Working knowledge of computers and Microsoft Windows.
• Ability to multitask effectively while following established troubleshooting and escalation procedures.
• Dependable, adaptable, and receptive to coaching and feedback.
• Ability to work full-time onsite in Morrow, GA.
• Open availability to work assigned schedules within operating hours, including evenings, weekends, and holidays.
• Must type at least 30 WPM with 90% accuracy.

Mansioni

• Handle inbound calls for internet service interruptions, technical issues, billing, and account-related questions.
• Perform basic troubleshooting for internet, hardware, software, connectivity, and usage-related concerns.
• Diagnose issues using approved tools, scripts, and troubleshooting procedures.
• Create, update, and manage trouble tickets and elevate unresolved or complex issues appropriately.
• Accurately document customer interactions, troubleshooting performed, and resolutions.
• Navigate multiple systems and screens efficiently while assisting customers.
• Maintain awareness of service outages and customer-impacting events.
• Work toward first-call resolution while delivering accurate, courteous, and professional service.
• Meet established quality, attendance, productivity, and customer satisfaction expectations.

Conoscenze

Customer service

Communication

Active listening

Problem solving

Ticket management

Documentation

Formazione

High school diploma or GED

Strumenti

Windows OS

Descrizione del lavoro

VXI Global Solutions is hiring a Technical Support Representative (Tier 1) for on-site work in Morrow, GA. The role handles initial customer contacts for internet issues, billing questions, and general account needs, providing basic troubleshooting and creating/closing trouble tickets.

You will document interactions, use approved tools, and escalate complex cases as needed. The position emphasizes reliability, teamwork, and meeting quality and productivity standards in a fast-paced center.