Tier 1 Technical Support Specialist

Jobtailor; Nashville (TN); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor seeks a technical support specialist to assist customers with our products and services. You will handle inquiries by phone, email, and in person, ensuring timely resolution and high satisfaction.

You will work with internal teams, deploy to customers, train users, and create helpful documentation and tools to improve usability. A strong foundation in networking and customer service is essential.

Qualifications

• Minimum 1 year in a technical support role.
• A+ Networking certificate or equivalent experience.
• Understanding of DHCP, firewalls, web services, and IPSec VPN concepts.
• General networking knowledge including DNS, TCP/IP, VPN, etc.

Responsibilities

• Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services.
• Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue.
• Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educating clients on our products and services.
• Act as an empowered liaison between the company's external clients and internal customers to provide exceptional service to clients.
• Communicate effectively to clients, department head via written and verbal reports.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Assist in deployment to customers.
• Provide technical training and support to customers.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation.
• Identify the needs of customers, resolve issues, and provide solutions.
• Assist in user profile setup inventory look up and card stock balance issues.
• Maintain expertise on company policies and the website for FAQs or policy-related answers.
• Maintain thorough ticket logs of conversations with the customer.
• Write and submit escalations when issue is not resolved in a timely manner.
• Follow established procedures, and report newly discovered issues.
• Enhance organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments.

Skills

Networking basics

IP routing & DNS

VPN concepts

Technical support

Customer service

Education

High School Diploma or GED

Bachelor’s Degree in related field

Job description

Responsibilities

• Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services.
• Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue.
• Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educating clients on our products and services.
• Act as an empowered liaison between the company's external clients and internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients.
• Communicate effectively to clients, department head via written and verbal reports.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Assist in deployment to customers.
• Provide technical training and support to customers.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation.
• Identify the needs of customers, resolve issues, and provide solutions.
• Assist in user profile setup inventory look up and card stock balance issues.
• Maintain expertise on company policies and the website for FAQs or policy-related answers.
• Maintain thorough ticket logs of conversations with the customer.
• Write and submit escalations when issue is not resolved in a timely manner.
• Follow established procedures, and report newly discovered issues.
• Enhance organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments.

Requirements

• High School Diploma or GED, required.
• Bachelor’s Degree in related field, or equivalent experience preferred.
• Minimum 1 year in a technical support role.
• Maintain an A+ Networking certificate, or equivalent experience.
• Demonstrated understanding of DHCP, Firewalls, web services, and IPSec VPN concepts.
• General knowledge of IP routing design and general Internet connectivity and related dependencies (DNS, Security, IP Routing, HTTP, VPN, etc.).
• General Networking knowledge including: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, troubleshooting.