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# Tier 1 Technical Support Agent

- **Company:** SMRT Inc
- **Location:** Raleigh, NC, United States
- **Salary:** $43,000.0 - $50,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software Applications, Topdesk, Remote Service Software, Point-of-sale Software
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b08a55f77ac12f83

## About the Role

SMRT Systems is a growing point-of-sale software company seeking curious, friendly candidates who are eager to learn, enjoys helping people solve problems, have strong communication skills, and who wish to join a team with exciting opportunities for advancement.

Windows & PC proficiency is a must, but new hires will be trained on our software and the various tools we use to provide Support to our clients., * Well-developed skills in problem-solving, puzzle-solving, and 'thinking outside the box'

 * Strong customer service skills with the ability to communicate technical information to non-technical users
 * Experience as a Software Support or Customer Service Specialist, or similar role
 * Familiarity with the dry cleaning industry is a plus
 * Experience using help desk software and remote support tools is a plus
 * A strong sense of time management
 * Self starter

## Description

* Respond accurately to customer support requests in a timely manner, via phone or email (with a professional sense of urgency)
 * Identify customer needs and help customers use specific features (identify what they're really asking for)
 * Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
 * Update our internal databases with information about technical issues and useful discussions with customers (includes updating & maintaining product documentation)
 * Share feature requests and effective workarounds with team members
 * Inform customers about new features and functionalities
 * Maintain client relationships and follow up with customers to ensure their technical issues are resolved
 * Install, upgrade, and maintain software applications
 * Collaborate with other teams to resolve complex technical issues as needed
 * Create knowledge base articles as needed, Note: This job description is not intended to be all-inclusive. The employee may be required to perform other duties as assigned.


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