Tier 1 Tech Support Pro - Fast-Paced AZ

MediSolution; Northern (KY); Hybrid; USD 22,000 - 28,000; Full time

Job summary

Gridline is seeking a Tier 1 Technical Support Representative to troubleshoot and resolve customer calls and cases for national and local accounts. You will follow set processes in a fast-paced environment and adapt to changes quickly.

The role requires strong communication, Windows/Excel/CRM skills, and the ability to multitask across systems. You will document interactions, meet SLAs, and contribute to knowledge base updates while working 40 hours weekly.

Qualifications

• Bachelor's degree in Computer Science or related field, or relevant experience.
• 1+ year(s) of experience in customer service or technical support role.
• Excellent communication and interpersonal skills.
• Proven problem-solving and critical-thinking abilities.
• Ability to work independently and in a team environment.

Responsibilities

• Answer inbound GPS troubleshooting calls (20-25 daily est.).
• Respond to inbound GPS troubleshooting emails, cases (20-30 daily est.).
• Track all troubleshooting activities in CRM system – Salesforce.
• Must be able to work multiple systems at a time efficiently while on a call or working cases.
• Learn, understand, and support multiple products and services within a technical support department.
• Manage multiple support cases at one time and meet support SLAs.
• Follow Knowledge Base Articles / create Technical Notes.
• Document and track client interactions and resolutions.
• Continuously improve knowledge of the company's products and services.

Skills

Troubleshooting

Customer service

Windows

Microsoft Excel

CRM Salesforce

Multitasking

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

Job description

Gridline is seeking a Tier 1 Technical Support Representative to troubleshoot and resolve customer calls and cases for national and local accounts. You will follow set processes in a fast-paced environment and adapt to changes quickly.

The role requires strong communication, Windows/Excel/CRM skills, and the ability to multitask across systems. You will document interactions, meet SLAs, and contribute to knowledge base updates while working 40 hours weekly.