Position Title Technical Support Representative
Job Level - Tier L1
Position Summary
As a Tier 1 Technical Support Representative, you will be the first point of contact for customers
seeking technical assistance. The role involves addressing basic technical issues, providing
troubleshooting guidance
Specific Responsibilities
- Provide day-to-day technical support through the client's IT ticketing system.
- Support, install, maintain, troubleshoot, and document PC hardware, operating systems, software applications, printers, peripherals, and phones across the organization.
- Deliver technical support to employees and locations throughout the U.S. in a remote support environment.
- Perform basic network, systems, and application administration tasks as needed.
- Collaborate with team members, end users, and hospitality guests to diagnose and resolve technical issues.
- Provide technical assistance, problem resolution, and user training in person, over the phone, and through remote support channels.
- Maintain a hands-on, guest-facing approach while delivering excellent customer service and support.
- Communicate effectively with users, ensuring issues are addressed thoroughly and professionally.
- Perform duties under the direction of the IT Help Desk Manager and, when required, senior IT staff.
- Provide occasional after-hours and weekend support.
- Perform other duties as assigned.
- Entry-level candidates may be considered; however, a minimum of two years of desktop support experience is preferred.
QUALIFICATIONS
- High school diploma or equivalent; additional education in a technical field is a plus.
- Certifications in relevant technologies or products are a plus
- 1+ year of experience in a technical support or service role
- Experience working with CRM, any ticket system is preferred
- Basic troubleshooting skills
Required Soft Skills
- Proactive approach
- Empathetic individuals
- Problem-solving skills
- Organizational skills
- Multitasking
Required Hard Skills
- Basic computer skills
- Excellent verbal and/or written communication skills
- Basic knowledge of industry-specific software/tools
- Familiarity with company-specific software/tools
- Ability to convey technical information clearly
Skills Required
- High school diploma or equivalent
- At least 1 year of experience in a technical support or service role
- Basic troubleshooting skills
- Basic computer skills
- Excellent verbal and written communication skills
- Ability to convey technical information clearly
- Experience with CRM or ticketing systems
- Minimum two years of desktop support experience
- Additional education in a technical field
- Certifications in relevant technologies or products
- Basic knowledge of industry-specific software and tools
- Familiarity with company-specific software and tools
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
