Technical Support Technician - Tier 1

Teguar Corporation; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Bonus plans

401K matching

HRA (medical, dental, vision)

Gym membership reimbursement

Paid holidays and PTO

Birthday and volunteer PTO

Culture Committee program

Employee referral bonus

Modern office with free drinks and sn

Job summary

Teguar Corporation is seeking a motivated Tier 1 Technical Support Technician in Charlotte, NC. In this full-time role you will resolve basic hardware and software issues, provide driver and warranty support, and communicate with customers via email, phone, and live chat.

You will document cases in Teguar’s ticketing system and ERP, escalate complex problems, and collaborate with other teams while learning about our products and markets.

Qualifications

• Associates Degree (AA) from a two-year College or Technical School (or equivalent) and 1 year experience in a technical role.
• Excellent written, verbal communication and customer facing skills
• Excellent analytical and troubleshooting skills - hardware and software
• Basic knowledge of Windows, Linux and Android.
• Ability to use Microsoft Word, Excel and Outlook
• Read and understand user manuals and SOPs
• Use common hand tools, testing tools, and mechanical equipment
• Eagerness to learn about our products and markets
• Self-starter with initiative; continuous skill expansion
• Ticketing system knowledge desired

Responsibilities

• Provides excellent level 1 customer support including driver support, warranty/RMA support, and basic hardware/software troubleshooting.
• Communicates with customers via email, phone and live chat.
• Maintains service and support records inside Teguar’s ticketing system and ERP.
• Escalates and collaborates with senior employees on advanced support cases.
• Assists other departments as needed.
• Develops and tests internal and external standard operating procedures.
• Performs other related duties as assigned by management.

Skills

Customer service

Troubleshooting

Windows

Linux

Android

MS Office

SOP/docs reading

Hardware basics

Tools usage

Ticketing system

Education

Associate degree or equivalent

Tools

ERP

Ticketing system

Job description

Teguar is a leading global provider of cutting-edge industrial and medical computer solutions that are specifically designed to provide reliable performance in the most demanding environments and applications. Founded in 2010, we are a fast-growing Inc 5000 company who believes in excellence in the quality of our products, the quality of our customer service and the quality of our team.

Our Values:

Teguar’s Core Values are the pulse of our organization. We have a true PASSION…to see our team members and customers succeed, we have a strong COMMITMENT…to excellence and often extend boundaries to achieve the extraordinary, we exercise AGILITY and encourage our team to jump in and make it happen and we take pride in having INTEGRITY by always striving to do the right thing, even when it’s hard.

We are currently looking for a motivated Tier 1 Technical Support Technician with the desire, skills, and experience to become a part of our growing enterprise. This is a full-time, non-exempt position.

SUMMARY:

This position is primarily responsible for providing technical and application problem resolution for computers sold by Teguar Corporation. The candidate must have superb customer service skills and be mechanically inclined, with at least 1 year of technical experience.

DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Provides excellent level 1 customer support which includes driver support, warranty/RMA support, and basic hardware and software troubleshooting.
• Communicates with customers by using multiple methods of communication including (but not limited to) email, phone and live chat.
• Accurately maintains service and support records inside of Teguar’s technical support ticketing system and ERP.
• Escalates and collaborates with senior employees on advanced support cases.
• Assists other departments outside of the Technical Support department, as needed.
• Develops and tests internal and external standard operating procedures.
• Performs other related duties as assigned by management and/or and the department supervisor.

• Associates Degree (AA) from a two-year College or Technical School (or equivalent) and 1 year experience in a technical role. OR a minimum of 3 years experience in lieu of an Associates Degree; OR an equivalent combination of education and experience.
• Excellent written, verbal communication and customer facing skills
• Excellent analytical and troubleshooting skills - specifically computer hardware and software
• Basic knowledge of Windows, Linux and Android.
• Ability to work with Microsoft Word, Excel and Microsoft Outlook
• Ability to read and understand user manual and SOP for each product
• Ability to use common hand tools, testing tools, and mechanical equipment
• Eagerness to learn about our products and our markets
• A true passion for learning about and leveraging new technology
• Highly motivated individual who is a self-starter, doesn't require constant instruction to learn, and is interested in continuously expanding its skill set
• Ticketing System knowledge desired

• Bonus Plans – quarterly and annual based on performance
• 401K matching
• HRA (Health Reimbursement Account) covers medical, dental and vision expenses
• Gym membership Reimbursement
• Paid Holidays and PTO days
• Birthday and Volunteer PTO
• Culture Committee Program
• Employee Referral Bonus Program
• Modern office work environment with free drinks and snacks