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Tier 1 Helpdesk in Lake Mary, FL at Skybridge Resources, LLC

Date Posted: 12/4/2018

Job Snapshot

Job Description

Responsibilities for Tier 1 Technical Support:

  • Tier 1 technical support - will be answering calls for customers   
  • The team takes incoming call from customers that have implemented 1 or more of companies products.  
  • The product is implemented onto the customers hardware, the computers that they use could be either Windows or Mac.  The issues could be either Software or Hardware.  
  • When a call comes in the Support reps have systems that they can use that will walk them through step by step how to resolve an issue.
  • The support reps receive on average 50 calls per day.  The average Call handle time is 5-6 minutes.  
  • Answers, evaluates, and prioritizes incoming telephone requests for assistance from customers experiencing problems with hardware, software, networking, other computer-related technologies, and Course Management Software.
  • Handles problem recognition, research, isolation and resolution of routine customer problems, referring more complex problems to documented escalation paths. 
     
  • Logs and tracks calls using problem management software , and maintains history records and related problem documentation. Responsible for staying current on email, and adhering to assigned schedules.

?Qualifications for Tier 1 Tech Support Role:

  • Candidates must pass the technical test with a 90% or better
  • Candidates must have a typing skill of 35 WPM or better
  • Candidates must not have any conflicts the first 4 weeks of employment.
  • Training will begin at 9 AM. Initial schedule will be day shift
  • Prior Technical Support Experience (Must)

Benefits for Tier 1 Role

  • Competitive salary
  • Dynamic work environment
  • State of the art facility 
  • Great work/life balance