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# Technical Support Level 1 - REMOTE U.S.

- **Company:** MARKETTIME, LLC
- **Location:** Dallas, TX, United States (Remote available)
- **Salary:** $40,000.0
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Data Retrieval, Issue Tracking Systems, Database Tools and Utilities
- **Published:** July 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=04ab3301e4b2a406

## About the Role

* High School Diploma
 * Minimum of 1 year of customer service or technical support experience required
 * Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferred
 * Background in SaaS, software support, or a technical customer-facing environment is preferred

## Description

The Level 1 Technical Support Technician serves as a front-line resource for assisting customers with product-related questions, technical issues, and system troubleshooting. This role is responsible for delivering high-quality support experiences through timely and accurate resolution of issues, while escalating more complex cases to Level 2 when appropriate. Level 1 Technicians primarily handle general support, user guidance, and initial troubleshooting steps.
PRIMARY DUTIES AND RESPONSIBILITIES:

 * Respond to customer inquiries via phone and email with professionalism, technical accuracy, and empathy, ensuring a high level of customer satisfaction through timely and effective resolution
 * Diagnose and resolve technical issues, provide product guidance, and escalate more complex problems as needed
 * Accurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps when applicable, ensuring all relevant details are captured during escalations
 * Escalate issues that require action outside the scope of Technical Support, ensuring timely handoff and resolution
 * Adhere to all departmental Standard Operating Procedures (SOPs), including those related to troubleshooting, escalation, scheduling, and attendance


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