Technical Support Representative

About the Job

As a Technical Support Representative you are responsible for providing Layer I/Tier I support to Field Engineers. They are charged with quality assurance, technical assistance, and dispatch documentation.

Role:

• Providing Layer I/Tier I support and guidance to Field Engineers onsite to ensure a successful dispatch.
• Accurately accounts for notes on issues and steps within our ticketing system.
• Routes all site escalations over to the appropriate internal and external group.
• Logging Field Engineers offsite to assure quality completion and documentation.
• Working in a highly-collaborative call center environment.
• Blended admin back-office support & voice.

Qualifications:

• 2 years or above of pure TSR experience
• 2+ years of working knowledge of data networking and customer support
• Familiarity with Layer 1 cabling and troubleshooting.
• Familiarity with alarm security components.
• Strong computer skills (Windows Operating System).
• Excellent knowledge of the Internet, email, MS Word, and MS Excel.
• Ability to type no fewer than 30 words per minute while on the telephone.
• Expert proficiency to communicate clearly in written and oral English.
• Ability to learn complex technical information quickly.
• Solid working experience with previous companies. (NO SHORT STINTS).
• Willing to work on a nightshift.