Technical Support Specialist, Tier 1 - Tablet & Connectivity

QuickCruit; Austin (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

American Innovations is seeking a Technical Support Representative, Tier 1, to be the first point of contact for customers troubleshooting tablets, connectivity, and account issues by phone and chat. You will resolve issues directly, document them clearly, and help improve the product and knowledge base over time.

This hands-on, high-contact role shapes how customers experience our products. You will work with teams to triage issues, create accurate tickets, and escalate patterns to Tier 2 and

Qualifications

• Experience providing phone and chat support.
• Ability to document issues clearly and maintain case history.
• Familiarity with MFA and account issues.

Responsibilities

• Provide responsive, high-quality customer support over phone and chat.
• Create and maintain detailed support tickets.
• Troubleshoot rugged field tablets, Bluetooth peripherals, wireless connectivity, and software applications.
• Configure and pair Bluetooth peripheral hardware devices.
• Resolve login and MFA issues.
• Support tablet devices remotely using remote console tools.
• Use the knowledge base to deliver fast, accurate solutions to customer requests.
• Triage technical issues effectively and route them to the right team when needed.
• Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager.

Skills

Customer support

Troubleshooting

Phone & chat

Documentation

Tools

Ticketing system

Remote access tools

Job description

American Innovations is seeking a Technical Support Representative, Tier 1, to be the first point of contact for customers troubleshooting tablets, connectivity, and account issues by phone and chat. You will resolve issues directly, document them clearly, and help improve the product and knowledge base over time.

This hands-on, high-contact role shapes how customers experience our products. You will work with teams to triage issues, create accurate tickets, and escalate patterns to Tier 2 and