Technical Support Engineer Level 1

$15.00 hourly
  • Tek Experts
  • 6860 Campus Drive, Colorado Springs, CO, USA
  • Jan 07, 2022
Full time Customer Service Information Technology

Job Description

Overview

We’re seeking a customer-oriented Technical Support Engineer levels 1 to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is responsible for managing customer technical support, including information gathering and sharing, analytical troubleshooting and problem research, and cooperating with other engineers as necessary.

A career in tech. Work with the biggest and best names in technology.

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team and are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Compensation for this position is $15/hr. for training, $16/hr. after you completed the probationary period (typically 6-months; subject to change at the discretion of management or based on performance) plus a quarterly bonus based on quality and productivity.

Tek Experts provides medical, dental and vision options for each employee.

Responsibilities

This role will:

  • Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
  • Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps.
  • Escalate complex or atypical cases to higher-level technical support as needed.
  • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Qualifications

This role is a good fit for you if:

  • You’re familiar with Microsoft products.
  • You’re proficient in both written and oral English.
  • You’re creative, adaptable and have strong problem-solving skills.
  • You’re customer-obsessed, take the initiative and exceed expectations.
  • You’re a fast learner interested in understanding our products.

In this role:

  • Some higher-level technical classwork or a college degree is preferred.
  • Up to 2 years' experience in customer service is preferred.

Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices based on race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring, and promotion practices are performed without regard to the above-listed items.