Tech Support I

Provide first-level technical support for Sonny’s Enterprises LLC in Tamarac, FL, supporting customers with troubleshooting, setup, testing, and after-hours emergency coverage.

Responsibilities

• Handle inbound customer communication via calls, emails, and other channels when systems are not working correctly
• Troubleshoot and research software and hardware issues to determine appropriate solutions; follow up until problems are resolved
• Use active listening to understand needs and advocate for customers through thorough support
• Identify opportunities to improve customer experience
• Extract, export, import, and interpret raw data
• Collect and convert data accurately and in a timely manner
• Support project work including planning, scheduling, and assistance with upcoming initiatives
• Assist with preparation, selection, and transferring of data
• Communicate efficiently with the development team
• Troubleshoot technical support issues including networking, computer hardware, computer software, internet, power/electrical, and operator error
• Support customers directly face to face, electronically, or by telephone
• Respond to customer inquiries promptly and provide resolution and responses in a timely and accurate manner
• Log all customer issues into a call tracking system and follow up when problems cannot be solved immediately
• Document resolutions, including issues and fixes not previously discovered
• Set up and configure new customer systems
• Perform system testing as required by QA
• Participate in an after-hours emergency rotation for technical support
• Maintain a positive, encouraging presence in the office
• Other duties as assigned

Requirements

• 2+ years working in a call center environment managing a high volume of incoming contacts (chat, email, phone)
• Ability to handle multiple tasks at once and respond promptly and professionally
• Comfort taking direction and navigating through multiple systems
• Ability to identify needs, clarify information, and provide solutions and/or alternatives
• Problem-solving skills for basic IT software and hardware
• Basic understanding of operating systems including Linux and Microsoft

Technologies

• Linux
• Microsoft

Benefits

• 100% employer-paid medical plan for eligible employees
• Employer-paid Short-Term Disability (STD) coverage
• Voluntary, employee-paid benefits: additional medical plan choices, dental, vision, flexible spending accounts (FSAs), Long-Term Disability (LTD), life insurance, and a 401(k) with Company matching contribution