This position is hybrid in Cincinnati, Ohio and sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.
The Opportunity
The Tech Support Rep Level 1 is responsible for all aspects of communication with customers during the life-cycle of a trouble ticket - communication may occur via phone or electronic media (e-mail/chat). The Tech Support Rep is also responsible for responding to customer inquiries via web-based Chat support in addition to resolving customer trouble tickets.
ResponsibilitiesWhat You’ll Be Doing
- Responsible for handling technical support trouble tickets.
- Monitor their ticket queue and use their discretion and independent judgment to weigh ticket factors such as:
- Order of response/urgency of tickets.
- Contact method and timeline.
- Correct/appropriate response to ticket.
- How/when to close tickets and whether/if a ticket should be reassigned or escalated.
- Must ensure company and departmental policies and procedures are followed, tickets are responded to and closed in a timely manner, call back times are coordinated with customers and then met, tickets are reassigned and/or escalated in a timely manner and when appropriate.
- This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.
What You Bring to the Team
- High School Diploma or GED required, Associates or better desired
- MCP Certification or equivalent technical work experience and knowledge (4+ years desktop support, network support, helps desk, tech support call center, etc)
- Strong understanding of Operating Systems, MS Office, and Email
- Database Application knowledge strongly desired
- Responsible, mature, reliable, dependable, honest, trustworthy, consistent, detail oriented
- Pleasant, clear speaking voice and excellent written communication skills
- Candidates must possess a strong ability to describe detailed topics clearly in writing or over the phone
Physical Demands and Work Environment
- The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
- Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
- Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence as determined by the team or department.
- All team members must reside and perform their work within the United States.
E-Verify Statement
ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security.
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Skills Required
- High school diploma or GED
- MCP certification or equivalent technical work experience and knowledge
- At least 4 years of desktop support, network support, help desk, or technical support call center experience
- Strong understanding of operating systems, Microsoft Office, and email
- Strong written and verbal communication skills, including explaining detailed topics clearly
- Database application knowledge
- Associate degree or higher
What We Do
ConstructConnect is a leading provider of construction information and technology solutions. We help commercial construction firms simplify the preconstruction process with a powerful software suite built to support the largest network, most accurate project information, and integrated takeoffs.
