Technical Support Representative

Twin Lakes is hiring a Technical Support Representative to deliver first-line technical assistance in a dynamic call center setting. The role focuses on resolving customer and technical issues through a mix of service tickets, inbound email, and phone support, while working closely with customers and technicians.

Based in Livingston, TN, this onsite position includes an annual salary range of USD 36,000 to 40,000. Candidates must have a high school diploma or equivalent, with preference given to those who bring IT certifications and technical support experience.

Key Responsibilities

• Provide technical assistance to answer questions or resolve problems through multiple communication methods.
• Support installation and testing of customer premise equipment using various communication methods.
• Use team collaboration, diagnostic tools, service aids, and product schematics to assess and resolve customer issues.
• Monitor Network Management Systems to proactively identify and resolve network issues.
• Complete record keeping tasks as directed.
• Perform additional duties as the role requires, as the listed functions are not all inclusive.

Required Skills and Qualifications

• High school diploma or equivalent.
• IT certifications and technical support experience are preferred.
• Comprehensive knowledge of personal computer use and basic IT concepts.
• Proficiency supporting common IT environments, including Microsoft Windows (various versions), Microsoft Office, macOS, mobile devices, networking components, remote access software, and antivirus software.
• Ability to work day, evening, weekend, or holiday shifts as scheduled.
• Ability to be on call as necessary.
• Adaptive problem-solving approach with well-balanced technical experience.
• Strong oral and written communication skills.
• Ability to work as a team player within the organization.

Technologies

• Microsoft Windows
• Microsoft Office
• macOS
• Mobile devices
• Networking components
• Remote access software
• Antivirus software
• Network Management Systems

Benefits

• Matching 401k
• Paid Time Off
• Medical, Dental, and Vision Insurance
• Disability Insurance