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# Tier 1 Support Technician (11am-8pm ET)

- **Company:** iPipeline, Inc.
- **Location:** Wayne, PA, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Software Applications, Microsoft Office, Microsoft Operating Systems, Microsoft PowerPoint, Software Tools, Salesforce.Com
- **Published:** September 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6a5bc161d411fa22

## About the Role

Knowledge, Skills, and Abilities

 * Strong communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service.
 * Aptitude to learn new software tools and systems quickly.
 * Familiarity with fundamental concepts, procedures, and guidelines relating to the role.
 * Basic understanding and ability to utilize core administrative tools to troubleshoot issues.

Technical Competencies

 * Basic Technical Knowledge:
 + Knowledge of MS Office products: Word, Power Point, Excel, and Teams.
Understanding of Microsoft Operating Systems, Browser use and troubleshooting.

 * Customer Service Skills:
 + Respond to customer inquiries via phone, email, or chat. Document interactions using Salesforce. Strong communication skills with a focus on delivering a positive customer experience. Possess a "can do" attitude.
 * Problem-Solving:
 + Ability to follow predefined troubleshooting steps to resolve common issues.
 * Knowledge Base Utilization:
 + Utilize the knowledge base for providing documented solutions to customer issues.
 * Time Management:
 + Efficiently manage time to handle multiple customer inquiries and resolve issues
quickly. Follow-through skills to effectively handle and prioritize concurrent service issues.

## Description

The Associate Tier 1 Support Analyst is responsible for providing basic technical support to customers, addressing their initial inquiries and troubleshooting common issues with software applications. This entry-level role focuses on delivering a positive customer experience by resolving issues quickly and efficiently.

 * Initial Customer Contact:
 + Respond to customer inquiries via phone, email, or chat, providing basic
technical support for software applications.

 * Issue Identification:
 + Identify and diagnose common issues by gathering information from customers and using predefined troubleshooting steps.
 * Ticket Creation:
 + Document customer interactions and create support tickets for tracking and escalation (if necessary) via Salesforce.
 * Knowledge Base Utilization:
 + Use the company's knowledge base to provide accurate solutions to customer issues.
 * Escalation:
 + Escalate complex issues to more experienced Tier 1 Support Analysts or other specialized teams when necessary.
 * Customer Self-Assistance/Training:
 + Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products.
 * All other duties as assigned.