Technical Support I — Frontline Customer Care & Troubleshooting

The-Hillman-Group; Phoenix (AZ); On-site; USD 40,000 - 48,000; Full time

Job summary

The Hillman Group is seeking a Technical Support I to serve as the frontline in customer care and support. You will help preserve customer value by delivering timely resolutions, documenting issues in E1/K2, and coordinating with the Field Service Team.

You will read manuals, interpret diagrams, and escalate where needed. You will also order parts, maintain knowledge of procedures, and participate in teams to improve support processes.

Qualifications

• High school diploma required; 0-2 years of experience.
• Associate degree in IT or technical field preferred; 0-3 years experience.
• Proficiency with MS Office and call-management tools.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the next level of support.
• Read and interpret a variety of technical manuals and diagrams.
• Ensure detailed documentation of issues in E1 / K2.
• Order replacement parts and systems as needed.
• Maintain and grow knowledge of department procedures and product information.
• Participate in departmental teams and provide feedback for improvement.
• Exhibit excellent interpersonal, verbal communication and active listening skills.
• Demonstrate mechanical/technical aptitude with software databases and remote control.
• Available to work weekends, holidays and overtime if needed.

Skills

Written and verbal communication

Teamwork and collaboration

Customer service

Problem-solving

Education

High School Diploma

Associate in IT or Technical related field

Tools

Oracle

E1

K2

LogMeIn

Job description

The Hillman Group is seeking a Technical Support I to serve as the frontline in customer care and support. You will help preserve customer value by delivering timely resolutions, documenting issues in E1/K2, and coordinating with the Field Service Team.

You will read manuals, interpret diagrams, and escalate where needed. You will also order parts, maintain knowledge of procedures, and participate in teams to improve support processes.