Tier 1 Technical Support Specialist

Full or Part Time

Location – Remote

Goal: provide primary support to clients in need of help by scheduling and conducting first level remote technical assessment. 

Skills needed:

  • Ability to clearly convey technical information to customers
  • Possess a professional and calm demeanour, speak with respect, empathy and professionalism. 
  • Highly process oriented and have the ability to prioritize and self-organize your task
  • Complete understanding of the Apple iOS, OS X and Windows operating systems
  • Experience troubleshooting complex issues. 
  • Expert level of experience with iCloud integration, iPhoto, iTunes, and other Apple apps
  • Work in a highly organized manner and follow through on tasks/projects

Responsibilities:

  • Answer / follow up on all inbound calls, texts and emails to address client needs. 
  • Schedule onsite appointments for field techs, keeping in mind geography and traffic patterns of our service region. 
  • Track and manage all new and unassigned tickets in our PSA. 
  • Review tickets to ensure issues are addressed and moved to resolution. 
  • Use remote management tools to conduct remote support sessions and monitor clients.  
  • Setup and manage hosted accounts including email, AV. 

Requirements:

  • 1+ year of previous technical and customer service experience. 
  • Enthusiasm for helping people

Job Summary:

You are a hero to our clients who call looking for help. Your calm, yet attentive manner will put them at ease as you help identify and triage their issue. With your understanding of technology, networks and the internet, you’ll help to move the issue along toward resolution by scheduling an onsite appointment or remotely addressing their needs. 

You are a key part of the team, supporting the field techs and our clients by setting up new email accounts, conducting remote support sessions and contributing to the success of our clients.

To apply please click the form on this page. This makes it easier for us to go through resumes and ensures that only people who are serious about the position and truly consider themselves eligible to apply.

Apply Now to Join Our Team