Technical Support Representative Level 1

ConstructConnect; Cincinnati (OH); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Representative Level 1 to join their Customer Success division. In this role, you will provide essential support to customers, ensuring high satisfaction levels through effective communication and problem-solving. Your responsibilities will include managing trouble tickets, answering user questions, and monitoring ticket queues. This remote position offers occasional travel for meetings in the Greater Cincinnati/Northern Kentucky area, making it an exciting opportunity for those looking to grow in a supportive environment. If you're reliable, detail-oriented, and eager to learn, this role is perfect for you.

Qualifications

• High School Diploma or GED or applicable experience required.
• Understanding of Operating Systems and MS Office is essential.

Responsibilities

• Provide daily support to users, resolving issues promptly.
• Monitor ticket queues and prioritize based on urgency.

Skills

Communication Skills

Problem-Solving

Attention to Detail

Technical Support

Education

High School Diploma or GED

Tools

MS Office

Email

Job description

Technical Support Representative Level 1

Join to apply for the Technical Support Representative Level 1 role at ConstructConnect.

This position is part of our Customer Success division, responsible for supporting customers through technical support and training to ensure high satisfaction levels.

The Opportunity

The Technical Support Representative - Level 1 handles all communication with customers during the lifecycle of a trouble ticket, via phone or electronic media (email/chat).

What You’ll Be Doing

• Provide daily support to users, answering questions, analyzing problems, creating tickets, and resolving issues promptly.
• Monitor ticket queues, using judgment to prioritize based on urgency, contact method, response time, and appropriateness of responses.
• Follow company and departmental policies and procedures.
• Validate user support status.
• Communicate clearly with users, colleagues, and management to resolve issues and maintain customer satisfaction.
• Handle inbound calls and emails from customers.

What You Bring To The Team

• High School Diploma, GED, or applicable experience.
• Understanding of Operating Systems, MS Office, and Email.
• Database knowledge is a plus.
• Reliable, trustworthy, detail-oriented.
• Excellent communication skills, especially over the phone.
• Willingness to learn and troubleshoot effectively.

Physical Demands and Work Environment

• Frequent sitting, working on a computer, and telephone communication.
• Remote position with occasional travel for meetings in the Greater Cincinnati/Northern Kentucky area.

E-Verify Statement

ConstructConnect uses E-Verify to confirm employment eligibility in the U.S.