Tier 1 Technical Support Specialist — Hybrid/Remote

American Innovations; Austin (TX); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Paid Family Leave

401(k) Matching

Collaborative culture

Job summary

American Innovations in Austin, TX, is seeking a Technical Support Representative, Tier 1, to be the first contact for customers troubleshooting tablet, connectivity, and account issues by phone and chat.

This hands-on role requires documenting cases clearly, resolving issues, and contributing to knowledge base updates while collaborating with other teams to meet service level and customer satisfaction goals.

Qualifications

• 2+ years in technical support or help desk.
• 2+ years in customer-facing service role.
• Strong written and verbal communication.
• Hands-on with help desk / ticketing software.

Responsibilities

• Provide responsive customer support by phone and chat to external customers and internal teams.
• Create and maintain accurate support tickets for clean case history.
• Troubleshoot rugged field tablets, Bluetooth peripherals, connectivity, and software apps.
• Configure and pair Bluetooth devices.
• Resolve login and MFA issues.
• Support tablets remotely using remote consoles.
• Use knowledge base to deliver fast, accurate solutions.
• Triage issues and route to the right team.
• Flag recurring ticket trends to Tier 2 or manager.
• Identify gaps in documentation and contribute articles.
• Collaborate cross-functionally to resolve and close cases.
• Suggest ideas to improve team processes.
• Meet or exceed service levels and customer satisfaction goals.

Skills

Communication

Customer support

Help desk software

Remote support tools

Windows

iOS

Network troubleshooting

Team collaboration

Tools

Ticketing software

Remote support tools

TeamViewer/LogMeIn

Job description

American Innovations in Austin, TX, is seeking a Technical Support Representative, Tier 1, to be the first contact for customers troubleshooting tablet, connectivity, and account issues by phone and chat.

This hands-on role requires documenting cases clearly, resolving issues, and contributing to knowledge base updates while collaborating with other teams to meet service level and customer satisfaction goals.