Tier 1 Technical Support Representative

ADP, Inc.; Beaverton (OR); On-site; USD 23,000 - 32,000; Full time

Job summary

DuraLabel is seeking a Tier 1 Technical Support/Call Center Representative to join our team. You will assist customers with questions about the software and printers and build technical acumen for our applications.

Ideal candidates have a customer-service mindset, strong communication skills, and be comfortable working independently or as part of a team. Proficiency with Microsoft 365 and bilingual English/Spanish is a plus, with growth potential in the department.

Qualifications

• Entry-level position with growth potential.
• Strong customer service mindset and people skills.
• Ability to communicate clearly (oral, written, and presentation).
• Attention to detail and time management.

Responsibilities

• Help customers via phone and email with questions about software and printers.
• Develop and apply technical knowledge of DuraLabel applications.
• Assist with installing and using label printing software.
• Log cases with detailed information and steps taken.
• Set and complete follow-up tasks for ongoing issues.
• Escalate to Tier 2 when needed and create samples/templates for Account Managers.

Skills

Customer service

Communication

Bilingual Spanish/English

Time management

Detail-oriented

Independent and team player

Presentation skills

Tools

Microsoft 365

Job description

DuraLabel is currently seeking a Tier 1 Technical Support/Call Center Representative to join our highly reputable team. If you have hands-on technical aptitude, a sharp eye for detail, enjoy customer service and are driven to work both independently and with a team, this could be the job for you!

Job Description:

• Communication via phone and e-mail to assist customers with any questions or issues they encounter with the software and/or printer(s) currently offered by DuraLabel
• Develop and utilize technical expertise in DuraLabel applications
• Assist customers with installing and using safety label printing software
• Log cases detailing requests for technical assistance and steps taken to resolve
• Set and complete follow up tasks for customers with ongoing issues
• Support can include, but is not limited to:
  • Software and printer driver installations
  • Printer and software troubleshooting
  • Printer and software training
  • Escalating cases to Tier 2 when necessary
  • Creating custom samples/templates for Account Managers and customers

Other Requirements:

• This is an entry level position with the expectation of growth within the department.
• A passion for working with people and customer service
• Ability to communicate well, including oral, written and presentation skills
• Intermediate knowledge of Microsoft 365 suite
• Detail-oriented self-starter, comfortable working independently and as part of a team
• Excellent time management skills, prioritizing and handling multiple tasks at the same time
• Bilingual (Spanish/English) applicants a plus

Pay/Hours:

• This position offers growth potential in both responsibility and pay. The initial payis up to $20/hour DOE
• The working hours for this position will be 8-hour workdays (M-F) with start times between 5:30 A.M and 7:00 A.M.