Tier 1 Technical Support Representative

Harris Teeter; Arizona; On-site; USD 20,000 - 29,000; Full time

Job summary

Harris Teeter is seeking a Tier 1 Technical Support Representative in Arizona. The role involves troubleshooting and resolving customer calls or cases, with day and permanent shifts. Training begins Monday–Friday, 7am–4pm for about four weeks, followed by 8am–5pm shifts.

Must reside in Arizona and work onsite to support national and local Enterprise Business accounts. Responsibilities include handling inbound GPS troubleshooting calls and emails, documenting activities in CRM, and maintaining

Qualifications

• Excellent troubleshooting and customer service skills.
• Good technical skills in Windows, Microsoft Office (Excel), and CRM (Salesforce preferred).
• Able to multitask across multiple computer applications and adapt quickly to change.
• Able to listen, comprehend, and communicate effectively and clearly on the fly.
• Recognize and escal

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 - Sales Force
• 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 as well as
• Meet support SLA's and provide superior customer support
• Follow Knowledge Base Articles / create Technical Notes
• Work with support and/or product development personnel to troubleshoot and workaround product issues
• Advocate for the client to ensure timely and accurate issue resolution.
• Document and track client interactions and resolutions.
• Continuously improve knowledge of the company's products and services.

Skills

Troubleshooting

Customer service

Multitasking

Windows proficiency

Excel proficiency

Tools

Salesforce

Job description

Tier 1 Technical Support Representative Day Shift - 40 hours/week
$18/hour
Gridline / Arizona
Shifts
Training Monday - Friday 7am - 4pm - Approx. 4 weeks
Permanent Shifts
Monday - Friday 8am - 5pm
Location: This position requires the candidate to reside in Arizona.

The Tier 1 Technical Support Representative will support our national and local Enterprise Business accounts by troubleshooting and/or resolving customer calls or cases by following set processes in an ever-changing environment. This position must be able to adapt to changes quickly. The Tier 1 Technical Support Representative is detail oriented, extremely well organized, and can communicate well with others. This position should be able to work independently, act professionally in all aspects of this position, and work in an environment that can be very fast paced and challenging.

What You Will Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 - Sales Force
• 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 as well as
• Meet support SLA's and provide superior customer support
• Follow Knowledge Base Articles / create Technical Notes
• Work with support and/or product development personnel to troubleshoot and workaround product issues
• Advocate for the client to ensure timely and accurate issue resolution.
• Document and track client interactions and resolutions.
• Continuously improve knowledge of the company's products and services.

What Are We Looking For

• Excellent troubleshooting and customer service skills, including strong follow-up and the ability to examine, investigate, and solve dynamic problems with creative, out-of-the-box thinking.
• Good technical skills in Windows, Microsoft Office (particularly Excel), and CRM (Salesforce preferred), with a commitment to proactively staying current on the underlying technologies.
• Able to multitask across multiple computer applications at the same time to log and resolve support cases, and to adapt quickly to change.
• Able to listen, comprehend, and communicate effectively and clearly "on the fly."
• Recognize and escal