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.

More Information

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