Technical Support Representative Level 1

ConstructConnect’s Customer Success division supports customers through technical support and training, helping drive consistent satisfaction at every interaction. In this role, you’ll manage customer trouble tickets end to end, handling inquiries and coordinating communication through phone or electronic channels as tickets move through their full life-cycle.

Based in Atlanta, GA (hybrid), this Level 1 Technical Support Representative position emphasizes timely, accurate resolution of technical issues and clear customer communication across call and web-based support.

What You’ll Do

• Handle technical support trouble tickets and related customer inquiries.
• Monitor your ticket queue and use independent judgment to evaluate factors such as ticket urgency and response order, contact method and timing, whether the response is correct and appropriate, and when to close, reassign, or escalate tickets.
• Follow company and departmental policies and procedures to ensure tickets are responded to and closed in a timely manner.
• Coordinate call back times with customers and meet those expectations.
• Ensure tickets are reassigned and/or escalated promptly when appropriate.
• Provide communication with customers throughout the ticket life-cycle using phone or electronic media such as e-mail and chat.
• Respond to customer questions via web-based Chat support in addition to resolving trouble tickets.

Qualifications

• High School Diploma or GED required; Associates or better desired.
• 4+ years of relevant experience (for example: desktop support, network support, help desk, or tech support call center), or equivalent technical work experience and knowledge.
• MCP Certification or equivalent technical experience and knowledge.
• Strong understanding of Operating Systems, MS Office, and email.
• Database application knowledge strongly desired.
• Professional traits including being responsible, mature, reliable, dependable, honest, trustworthy, consistent, and detail oriented.
• Pleasant, clear speaking voice and excellent written communication.
• Ability to explain detailed topics clearly in writing or over the phone.

Tools and Technologies

• MS Office
• Email
• Operating Systems

Work Environment and Requirements

• Frequent sitting, telephone communication, and working on a computer for extended periods.
• Requires visual acuity for activities close to the eyes.
• Expected to maintain a dedicated, ergonomically appropriate workspace.
• Team members living within commuting distance of an office location (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in hybrid capacity with regular in-office presence as determined by the team or department.
• Must reside and perform work within the United States.

Education and Eligibility

• E-Verify is used with every potential new hire to confirm eligibility to work in the United States.
• To learn more about E-Verify, call 1-800-255-7688 or visit their website.