Tier 1 Technical Support Specialist — Hybrid (Remote)

American Innovations Ltd; Austin (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401k Matching

Paid Family Leave

Collaborative Culture

Job summary

American Innovations in Austin, TX is seeking a Technical Support Representative, Tier 1, to be the first contact for customers with tablet, connectivity, and account issues by phone and chat. You will resolve problems, document cases, and help improve the knowledge base, shaping how customers experience our products.

This hands-on, high-contact position requires 2+ years in tech support and strong communication, with remote tools and Windows/iOS familiarity.

Qualifications

• 2+ years of experience in technical support or a help desk environment.
• 2+ years of experience in a customer-facing service role.
• Strong written and verbal communication skills.
• Hands-on experience with help desk / ticketing software.
• Experience using remote support tools (e.g., TeamViewer or LogMeIn).
• Practical experience troubleshooting common network connectivity issues.
• Working familiarity with Windows and iOS operating systems.

Responsibilities

• Provide responsive, high-quality customer support over phone and chat to external customers and internal teams.
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity.
• Troubleshooting rugged field tablets, Bluetooth peripherals, wireless connectivity, and software applications.
• Configure and pair Bluetooth peripheral hardware devices.
• Resolve common login and multi-factor authentication (MFA) issues.
• Support tablet devices remotely using remote console tools.
• Use the knowledge base to deliver fast, accurate solutions to customer requests.
• Triage technical issues and route them to the right team when needed.
• Flag recurring ticket trends and contribute to knowledge base improvements.
• Collaborate cross-functionally with other teams to resolve and close customer cases.
• Meet or exceed established service levels, quality, and customer satisfaction goals.

Skills

Technical Support

Customer Service

Communication

Ticketing Software

Remote Support

Networking

Windows

iOS

Teamwork

Job description

American Innovations in Austin, TX is seeking a Technical Support Representative, Tier 1, to be the first contact for customers with tablet, connectivity, and account issues by phone and chat. You will resolve problems, document cases, and help improve the knowledge base, shaping how customers experience our products.

This hands-on, high-contact position requires 2+ years in tech support and strong communication, with remote tools and Windows/iOS familiarity.