Technical Support Representative Level 1

Constructconnect; Atlanta (GA); Hybrid; USD 40,000 - 50,000; Full time

Job summary

ConstructConnect seeks a Tech Support Rep Level 1 in Atlanta, GA to assist customers throughout the lifecycle of a trouble ticket via phone, email, and chat. You’ll resolve issues, document steps, and ensure customer satisfaction in a responsive support role.

Responsibilities include handling tickets, prioritizing queue workflow, escalating when necessary, and ensuring timely communication while following company policies in a hybrid work setting.

Qualifications

• High School Diploma or GED required; Associates or better preferred.
• MCP Certification or equivalent experience in desktop/network support.
• Strong understanding of OS, MS Office, and Email.
• Database applications knowledge strongly desired.
• Reliable, detail oriented with clear written and spoken communication.

Responsibilities

• Handle technical support trouble tickets from customers.
• Monitor ticket queue and judge urgency, method of contact, and response timing.
• Determine when to reassign or escalate tickets as needed.
• Ensure policy adherence and timely ticket closure.

Skills

Strong written and verbal comms

Customer service mindset

Problem solving

Education

High School Diploma or GED

Associates degree preferred

Tools

MS Office

Database Applications

Operating Systems

Job description

Overview

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Opportunity

The Tech Support Rep Level 1is responsible forall aspects of communication with customers during thelife-cycleof a trouble ticket - communication may occur via phone or electronic media (e-mail/chat). The Tech Support Rep is also responsible for responding to customer inquiries via web-based Chat support in addition to resolving customer trouble tickets.

Responsibilities

What You’ll Be Doing

• Responsible for handling technical support trouble tickets.
• Monitor their ticket queue and use their discretion and independent judgment to weigh ticket factors such as:
  • Order of response/urgency of tickets.
  • Contact method and timeline.
  • Correct/appropriate response to ticket.
  • How/when to close tickets and whether/if a ticket should be reassigned or escalated.
• Must ensure company and departmental policies and procedures are followed, tickets are responded to and closed in a timely manner, call back times are coordinated with customers and then met, tickets are reassigned and/or escalated in a timely manner and when appropriate.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

Qualifications

What You Bring to the Team

• High School Diploma or GEDrequired, Associates or better desired
• MCP Certification or equivalent technical work experience and knowledge (4+ years desktop support, network support,helpsdesk, tech support call center,etc)
• Strong understanding of Operating Systems, MS Office, and Email
• Database Application knowledge strongly desired
• Responsible, mature, reliable, dependable, honest, trustworthy, consistent, detail oriented
• Pleasant, clear speaking voice and excellent written communication skills
• Candidates mustpossessa strong ability to describe detailed topics clearly in writing or over the phone

Physical Demands and Work Environment

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity isrequiredto perform activities close to the eyes.

• Team members are expected to maintain a dedicated and ergonomically appropriate workspace.

• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence asdeterminedby the team or department.
• All team members mustresideand perform their work within the United States.

E-Verify Statement

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security.

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