Onsite Tier 1 Technical Support Specialist

VXI Global Solutions; Georgia; On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Bonus opportunities after training

Employee Referral Program

Career growth opportunities

Fun, team-oriented work environment

Job summary

VXI Global Solutions is seeking a Tier 1 Technical Support Representative to be the first point of contact for customers in Morrow, GA. This onsite role involves basic troubleshooting, documenting interactions, and escalating complex issues as needed.

You’ll work in a fast-paced contact center, handle calls related to internet disruptions, billing, and account needs, and strive for first-call resolution with high-quality service. Training is provided, with opportunities for advancement.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Active listening

Troubleshooting

Ticket management

Multitasking

Education

High school diploma or GED

Tools

Microsoft Windows

CRM systems

Job description

VXI Global Solutions is seeking a Tier 1 Technical Support Representative to be the first point of contact for customers in Morrow, GA. This onsite role involves basic troubleshooting, documenting interactions, and escalating complex issues as needed.

You’ll work in a fast-paced contact center, handle calls related to internet disruptions, billing, and account needs, and strive for first-call resolution with high-quality service. Training is provided, with opportunities for advancement.