Tier 1 Technical Support Representative

MediSolution; Phoenix (AZ); On-site; USD 37,000 - 40,000; Full time

Job summary

Harris is seeking a Tier 1 Technical Support Representative in Arizona to provide frontline support for enterprise accounts. The role emphasizes troubleshooting, email and call handling, and documenting issues with high precision.

You will work within a fast-paced team to resolve customer questions and escalate when needed. The position requires 1–3+ years in high-tech customer support, a relevant degree or experience, and strong communication skills.

Qualifications

• 1–3+ years of high-tech customer support experience in a fast-paced environment.
• Bachelor's degree in Computer Science or a related field, or relevant experience.
• Excellent communication and interpersonal skills, with strong problem-solving abilities.
• Ability to work independently and in a team environment.

Responsibilities

• Answer inbound troubleshooting calls (20–25 daily est.).
• Respond to emails/cases (20–30 daily est.).
• Track troubleshooting activities in Salesforce CRM.
• Multitask across multiple systems while on calls or cases.
• Learn, understand, and support multiple products and services.
• Manage multiple support cases and meet SLAs with high-quality support.
• Document and update Knowledge Base articles and notes.

Skills

Troubleshooting

Customer service

Communication

Multitasking

Independent work

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce CRM

Job description

Tier 1 Technical Support Representative Day Shift - 40 hours/week

$18/hour

Shifts: Training Monday – Friday 7am – 4pm – Approx. 4 weeks Permanent. Monday – Friday 8am – 5pm. Or Sunday – Thursday 10am – 7pm.

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

• 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 elevate difficult technical / business issues within the Sales, Customer Support, and Engineering organizations.
• Highly self-motivated, able to prioritize both time, cases and projects and work independently as well as with a team.
• Scheduling flexibility (support department will run 24x7).

EDUCATION AND EXPERIENCE

1-3+ years high-tech customer support experience in a fast-paced environment. Supervisory Responsibility None. Work Environment This job operates in a clerical, office setting. Noise level is typically moderate. This role routinely uses standard office equipment such as computers, phones, filing cabinets, copiers, scanners and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position with a schedule that varies but will typically involve approximately 40 hours a week. Hours are subject to change at the company’s discretion.

TRAVEL

Little to no travel is expected for this position.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

REQUIREMENTS

• Bachelor's degree in Computer Science or a 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.

ABOUT US

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.