Tier 1 Tech Support Agent — Fast, Friendly Help

Savvas Learning; Northbrook (IL); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Sick time

401(k) with company match

Company-issued laptop

Job summary

Savvas Learning Company is seeking a Technical Support Representative Tier 1 to troubleshoot and resolve customer issues across Savvas products. You will blend technical troubleshooting with strong customer service to deliver an excellent experience via phone, chat or email.

Responsibilities include handling high-volume requests, documenting interactions in Salesforce, and escalating when needed. This role emphasizes quick diagnosis and providing the right resources and solutions to educators.

Qualifications

• High school diploma or GED.
• Call center environment experience working directly with end-user customers preferred.
• Experience with Microsoft Office Suite, Google suite, internet tools such as browsers and plug-ins, computer operating systems.
• Experience with Mac, Windows, Chromebook, iPad, tablet devices.
• Proven customer service skills with technical issues, including handling challenging customers and sensitive information while following tasks after conversations.
• Experienced with documenting customer issues in a CRM such as Salesforce.
• Demonstrated ability to acquire new skills quickly.
• Strong written and verbal communication skills.
• Critical thinking skills.
• Technical troubleshooting ability.
• Strong team player.
• Attention to detail and accuracy.

Responsibilities

• Process email, chat and phone requests in a high-volume environment.
• Document interactions into a CRM system (Salesforce).
• Manage open case lists and prioritize follow-up work.
• Provide a superior customer experience by communicating in a positive, friendly, empathetic, polite manner.
• Call control during interactions, including hold times.
• Research issues to deliver appropriate answers to the user in a timely manner.
• Communicate at a professional level to end users and Savvas staff, translating technical terms clearly.
• Remain even-tempered and diffuse difficult situations with upset customers.
• Multitask and juggle competing priorities from different channels.
• Sit or stand at a computer for up to 8 hours a day.
• Handle a high volume of work in a demanding environment.

Skills

Customer service skills

Communication skills

Critical thinking

Technical troubleshooting

Team player

Attention to detail

Education

High school diploma or GED

Tools

Salesforce

Microsoft Office Suite

Google Suite

Browsers (IE/Edge, Chrome, Firefox, Safari)

Windows operating systems

Mac operating systems

iPad/tablet devices

Job description

Savvas Learning Company is seeking a Technical Support Representative Tier 1 to troubleshoot and resolve customer issues across Savvas products. You will blend technical troubleshooting with strong customer service to deliver an excellent experience via phone, chat or email.

Responsibilities include handling high-volume requests, documenting interactions in Salesforce, and escalating when needed. This role emphasizes quick diagnosis and providing the right resources and solutions to educators.