Technical Support, Tier 1

Description

American Innovations helps customers keep their field operations running — our technology and support teams are the front line for the people who rely on our products and services every day. We're looking for people who take ownership, communicate clearly, and enjoy solving problems for others.

As a Technical Support Representative, Tier 1, you'll be the first point of contact for customers troubleshooting tablet, connectivity, and account issues — by phone and chat. You'll resolve issues directly, document them clearly, and help spot patterns that make the product and knowledge base better over time. This is a hands-on, high-contact role: your work shapes how customers experience American Innovations.

• Provide responsive, high-quality customer support over phone and chat to both external customers and internal teams [JL1] 
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity
• Troubleshooting rugged field tablets, Bluetooth peripherals, wireless connectivity, and American Innovations software applications.
• Configure and pair Bluetooth peripheral hardware devices
• Resolve common login and multi-factor authentication (MFA) issues
• Support tablet devices remotely using remote console tools
• Use the knowledge base to deliver fast, accurate solutions to customer requests
• Triage technical issues effectively and route them to the right team when needed
• Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager
• Identify gaps in support documentation and contribute new or improved knowledge base articles
• Collaborate cross-functionally with other teams to resolve and close customer cases
• Contribute ideas for improving team processes and the broader customer support experience
• Meet or exceed established service level, quality, and customer satisfaction goals

• Competitive Medical/Dental/Vision Insurance
• Company Provided Life and Disability Insurance
• Paid Family Leave
• Matching 401k
• Supportive and collaborative work environment
• A rewarding culture with a focus on positive business practices and protecting the environment

Requirements

• 2+ years of experience in technical support or a help desk environment
• 2+ years of experience in a customer-facing service role
• Strong written and verbal communication skills
• Hands-on experience with help desk / ticketing software
• Experience using remote support tools (e.g., TeamViewer, LogMeIn, or similar)
• Practical experience troubleshooting common network connectivity issues
• Working familiarity with Windows and iOS operating systems
• Curiosity and willingness to learn new technologies
• A collaborative, team-oriented approach to problem-solving

• Bilingual in English and Spanish

• Experience in the oil, gas, or electrical industry

This role is based in Austin, TX, on a hybrid schedule.

Monday, Tuesday, and Thursday: Onsite

Wednesday and Friday: Remote

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background and drug test. American Innovations is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.