Tier 1 Technical Support Representative

Tier 1 Technical Support Representative for Gridline in Phoenix, AZ (remote), offering USD 18 per hour.

Responsibilities

• Answer inbound Wireless and GPS troubleshooting calls (approximately 15-20 per day).
• Respond to inbound Wireless and GPS troubleshooting emails (approximately 20-30 per day).
• Document and track all troubleshooting activity within the CRM system.
• Learn, understand, and support multiple products and services within the technical support team.
• Handle multiple support cases concurrently.
• Meet defined support SLAs and deliver high quality customer service.
• Follow Knowledge Base articles and generate Technical Notes as needed.
• Collaborate with support and product development teams to troubleshoot and implement workarounds for product issues.

Requirements

• Minimum 1 year of experience in technical support or a related role.
• Ability to adapt readily to changing priorities and environments.
• Solid technical skills in Windows, Microsoft Office (especially Excel), and CRM systems (Salesforce preferred).
• Capacity to multitask across several computer applications while logging and resolving cases.
• Proactive in staying current with the latest technologies related to Wireless products and underlying infrastructure.
• Identify and escalate complex technical or business issues within Sales, Customer Support, and Engineering as needed.
• Strong time and project prioritization, with the ability to work independently.
• Active listening and clear, on the fly communication.
• Effective written and verbal communication skills.
• Self-motivated, independent, and capable of collaborating in a team.
• Excellent customer support and troubleshooting abilities.
• Creative problem-solving mindset to analyze and resolve dynamic issues.
• Reliable follow-up to ensure issue resolution and closure.
• Scheduling flexibility to support a 24x7 department.

Technologies

• Windows
• Microsoft Office
• Excel
• CRM (Salesforce preferred)

Benefits

• Company contributes to 401K or Roth plan regardless of participation.
• Company paid Life Insurance.
• Company paid Short-Term Disability Insurance.
• Company paid Critical Wellness Insurance.
• Company paid Medical Gap Insurance.
• Company paid Telemedicine Insurance.
• Generous company contributions to Medical, Vision and Dental plans.
• Voluntary Cancer Insurance.
• Voluntary Accident Insurance.
• Generous paid time off and company perks.
• 401(k) retirement plan.
• Dental insurance.
• Employee assistance program.
• Health insurance.
• Life insurance.
• Paid time off.
• Vision insurance.