Technical Support Representative Level 1

This position is hybrid in Cincinnati, Ohio and sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Opportunity

The Tech Support Rep Level 1 is responsible for all aspects of communication with customers during the life-cycle of a trouble ticket - communication may occur via phone or electronic media (e-mail/chat). The Tech Support Rep is also responsible for responding to customer inquiries via web-based Chat support in addition to resolving customer trouble tickets. Responsibilities:

What You’ll Be Doing

• Responsible for handling technical support trouble tickets.
• Monitor their ticket queue and use their discretion and independent judgment to weigh ticket factors such as:
• Order of response/urgency of tickets.
• Contact method and timeline.
• Correct/appropriate response to ticket.
• How/when to close tickets and whether/if a ticket should be reassigned or escalated.
• Must ensure company and departmental policies and procedures are followed, tickets are responded to and closed in a timely manner, call back times are coordinated with customers and then met, tickets are reassigned and/or escalated in a timely manner and when appropriate.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform., * The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence as determined by the team or department.
• All team members must reside and perform their work within the United States.

• High School Diploma or GED required, Associates or better desired
• MCP Certification or equivalent technical work experience and knowledge (4+ years desktop support, network support, helps desk, tech support call center, etc)
• Strong understanding of Operating Systems, MS Office, and Email
• Database Application knowledge strongly desired
• Responsible, mature, reliable, dependable, honest, trustworthy, consistent, detail oriented
• Pleasant, clear speaking voice and excellent written communication skills
• Candidates must possess a strong ability to describe detailed topics clearly in writing or over the phone