Tech Support Agent-3775

Mitchell1; San Diego (CA); On-site; USD 50,000 - 65,000; Full time

Job summary

Mitchell1 seeks a motivated Technical Support Representative (Tier 1) to provide front-line technical support for the Manager SE system via phone, email, remote access, and written communication. This role focuses on installation, operation, and maintenance, with documentation in an electronic system and continual knowledge building.

The ideal candidate has at least a high school diploma, 1+ year of phone support experience, and familiarity with PC hardware, Windows OS, and basic accounting

Qualifications

• High School diploma or equivalent is required.
• Minimum of one year of phone support experience for PC software and hardware is preferred.
• Two years of experience troubleshooting Microsoft Windows and Windows-based software applications.
• Working knowledge of Microsoft network systems.
• Knowledge of basic business accounting principles is highly desirable.
• Effective written and oral communication is required.

Responsibilities

• Respond via telephone, email, and remote communication regarding installation, operation, and maintenance of the PC-based system.
• Document problems accurately in the electronic call-tracking system according to guidelines.
• Maintain current knowledge of PC-based software, hardware, and industry trends.
• Respond to customers politely and maintain a professional, helpful attitude at all times.
• Assist with other projects and assignments as needed, as requested by Client Services Manager.

Skills

Communication

Customer service

Problem solving

Written communication

Education

High School diploma or equivalent

Tools

PC hardware

Windows OS

PC software troubleshooting

Job description

Overview

Under minimal supervision, the Technical Support Representative (Tier 1) provides front-line technical support to our customer base regarding a computer-based automotive repair shop management and accounting system (Manager SE). Support is delivered via telephone, email, remote computer access, and written communication, consistent with the objectives and standards set for the department. This position does not supervise any staff.

Responsibilities

• Customer Support: Respond via telephone, email, written, and remote computer communication regarding the installation, operation, and maintenance of our PC-based automotive repair and shop management system.
• Call Documentation: Document accurately and completely all product-related problems in an electronic call-tracking system in accordance with departmental guidelines.
• Knowledge Maintenance: Maintain a thorough and current knowledge of PC-based software, hardware, and industry trends.
• Professional Etiquette: Respond to customers politely, and maintain a professional, helpful attitude at all times.
• Other projects and assignments as needed, requested by Client Services Manager.

Qualifications

• Education: High School diploma or equivalent.
• Software Proficiency: Previous experience supporting a PC-based business management system is preferred.
• Phone Support Experience: Minimum of one year of phone support experience for PC software and hardware preferred.
• Hardware & OS Experience: Minimum of one year of hands-on experience working with PC hardware and Microsoft operating systems.
• OS Troubleshooting: Minimum of two years of experience troubleshooting Microsoft Windows and windows-based software applications.
• Networking: Working knowledge of Microsoft network systems.
• Accounting Knowledge: Knowledge of basic business accounting principles is highly desirable.
• Communication: Effective written and oral communication is required.