Tier 1 Tech Support Technician

JSI; Madison (MS); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k)

Generous PTO

Professional development opportunities

Job summary

JSI invites you to join our team as a Tier 1 Tech Support Technician on our Contact Center team on-site in our Madison, Mississippi office, where you''ll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.

As a Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate,

Qualifications

• Excellent communication skills, both verbal and written.
• Strong English proficiency for clear customer interactions.
• Ability to manage multiple tasks and prioritize effectively.
• Fundamental knowledge of computer systems and networks to diagnose issues.

Responsibilities

• Provide Tier 1 technical support to customers in a professional manner.
• Answer inbound tech support calls and make outbound calls as needed.
• Troubleshoot, investigate, and resolve peripheral-related problems.
• Keep detailed notes of work performed on customers' peripherals.
• Manage and monitor the ticketing queue to ensure timely responses.
• Maintain QA ratings around 90% and participate in ongoing projects.

Skills

Excellent communication

Proficient in English

Time management

Networking basics

Education

High school diploma or equivalent

Job description

Tier 1 Tech Support Technician

Department: Managed Services

Employment Type: Full Time

Location: Madison, MS

Reporting To: Jeff Crowe

Description

JSI invites you to join our team as a Tier 1 Tech Support Technician on our Contact Center team on-site in our Madison, Mississippi office, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.

Position Overview:

As a Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’ peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners’ customers in a professional, friendly and efficient manner. Your weekly work schedule will consist of four, 10-hour days, typically including one weekend day.

Responsibilities

• Provide essential Tier 1 support to customers in a professional and customary manner.
• Answer inbound tech support calls and make outbound calls to customers as needed.
• Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
• Keep detailed notes of all work performed on customers’ peripherals.
• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
• Maintain 90% QA (quality assurance) ratings.
• Work on other ongoing and short-term projects as outlined by management.

Qualifications

Required Qualifications:

• High school diploma or equivalent.
• Excellent communication, both verbal and written and proficient in English.
• Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
• Ability to manage time and effectively prioritize numerous projects at one time.
• Willingness to solve complicated problems and see projects through to completion.

Preferred Qualifications:

• 1+ years of experience in a technical support role.
• 1+ years of experience in a contact center environment handling high volume of calls.

Physical Requirements/Working Conditions:

• Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
• Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.

Benefits and Compensation

• Competitive salary + performance-based bonuses.
• Comprehensive benefits package (medical, dental, vision, 401(k)).
• Generous PTO and travel support.
• Ongoing professional development and educational opportunities.