Technical Support, Tier 1

American Innovations Ltd; Austin (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401k Matching

Paid Family Leave

Collaborative Culture

Job summary

American Innovations in Austin, TX is seeking a Technical Support Representative, Tier 1, to be the first contact for customers with tablet, connectivity, and account issues by phone and chat. You will resolve problems, document cases, and help improve the knowledge base, shaping how customers experience our products.

This hands-on, high-contact position requires 2+ years in tech support and strong communication, with remote tools and Windows/iOS familiarity.

Qualifications

• 2+ years of experience in technical support or a help desk environment.
• 2+ years of experience in a customer-facing service role.
• Strong written and verbal communication skills.
• Hands-on experience with help desk / ticketing software.
• Experience using remote support tools (e.g., TeamViewer or LogMeIn).
• Practical experience troubleshooting common network connectivity issues.
• Working familiarity with Windows and iOS operating systems.

Responsibilities

• Provide responsive, high-quality customer support over phone and chat to external customers and internal teams.
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity.
• Troubleshooting rugged field tablets, Bluetooth peripherals, wireless connectivity, and software applications.
• Configure and pair Bluetooth peripheral hardware devices.
• Resolve common login and multi-factor authentication (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 and route them to the right team when needed.
• Flag recurring ticket trends and contribute to knowledge base improvements.
• Collaborate cross-functionally with other teams to resolve and close customer cases.
• Meet or exceed established service levels, quality, and customer satisfaction goals.

Skills

Technical Support

Customer Service

Communication

Ticketing Software

Remote Support

Networking

Windows

iOS

Teamwork

Job description

Description

About American Innovations

American Innovations helps customers keep their field operations running — our technology and support teams are the front line for the people who rely on our products and services every day. We're looking for people who take ownership, communicate clearly, and enjoy solving problems for others.

About the Role

As a Technical Support Representative, Tier 1, you'll be the first point of contact for customers troubleshooting tablet, connectivity, and account issues — by phone and chat. You'll resolve issues directly, document them clearly, and help spot patterns that make the product and knowledge base better over time. This is a hands-on, high-contact role: your work shapes how customers experience American Innovations.

What You'll Do

• Provide responsive, high-quality customer support over phone and chat to both external customers and internal teams [JL1]
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity
• Troubleshooting rugged field tablets, Bluetooth peripherals, wireless connectivity, and American Innovations software applications.
• Configure and pair Bluetooth peripheral hardware devices
• Resolve common login and multi-factor authentication (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
• Identify gaps in support documentation and contribute new or improved knowledge base articles
• Collaborate cross-functionally with other teams to resolve and close customer cases
• Contribute ideas for improving team processes and the broader customer support experience
• Meet or exceed established service level, quality, and customer satisfaction goals

What We Can Offer You

• Competitive Medical/Dental/Vision Insurance
• Company Provided Life and Disability Insurance
• Paid Family Leave
• Matching 401k
• Supportive and collaborative work environment
• A rewarding culture with a focus on positive business practices and protecting the environment

Requirements

What You’ll Bring

• 2+ years of experience in technical support or a help desk environment
• 2+ years of experience in a customer-facing service role
• Strong written and verbal communication skills
• Hands-on experience with help desk / ticketing software
• Experience using remote support tools (e.g., TeamViewer, LogMeIn, or similar)
• Practical experience troubleshooting common network connectivity issues
• Working familiarity with Windows and iOS operating systems
• Curiosity and willingness to learn new technologies
• A collaborative, team-oriented approach to problem-solving

Nice to Have

• Bilingual in English and Spanish
• Experience in the oil, gas, or electrical industry

Location & Schedule

This role is based in Austin, TX, on a hybrid schedule.

Monday, Tuesday, and Thursday: Onsite

Wednesday and Friday: Remote

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background and drug test. American Innovations is an Affir