Support a high-volume enterprise account queue by troubleshooting GPS issues, managing cases, and meeting defined support SLAs.

Answer inbound GPS troubleshooting calls (approx. 20–25 per day, est.)
Handle inbound GPS troubleshooting emails and cases (approx. 20–30 per day, est.)
Log and track troubleshooting activities in CRM (Salesforce) for every interaction
Multitask across multiple systems efficiently while on calls or working open cases
Learn, understand, and provide technical support across multiple products and services
Manage multiple support cases at the same time
Meet support SLA’s while providing customer-focused resolution
Follow Knowledge Base Articles and create Technical Notes
Collaborate with support and/or product development teams to troubleshoot and implement workarounds for product issues
Advocate for clients to support timely and accurate issue resolution
Document and track client interactions, findings, and resolutions
Continuously improve knowledge of the company’s products and services

Excellent troubleshooting and customer service skills with strong follow-up
Ability to examine, investigate, and solve dynamic problems using creative thinking
Good technical skills in Windows, Microsoft Office (especially Excel), and CRM (Salesforce preferred)
Commitment to staying current on underlying technologies
Strong multitasking ability across multiple applications to log and resolve support cases
Adapt quickly to change
Clear, effective communication on the fly (listen, comprehend, and respond)
Recognize and escalate difficult technical or business issues to Sales, Customer Support, and Engineering
Highly self-motivated; able to prioritize time, cases, and projects; capable of independent work and teamwork
Scheduling flexibility because the support department runs 24x7
1–3+ years high-tech customer support experience in a fast-paced environment
Bachelor’s degree in Computer Science (or related) or relevant experience
1+ year(s) experience in customer service or technical support role
Excellent communication and interpersonal skills
Proven problem-solving and critical-thinking abilities
Ability to work independently and in a team environment

Clerical, office setting
Noise level typically moderate
Uses standard office equipment: computers, phones, filing cabinets, copiers, scanners, and fax machines

Regularly required to talk or hear
Frequently required to stand, walk, use hands for fingering/handling/feeling, and reach with hands and arms
Occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl
Frequently lift and move up to 10 pounds; occasionally lift and move up to 25 pounds
Vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Other Duties: Job duties may change at any time with or without notice; this description is not comprehensive.

Tier 1 Technical Support Representative

Job Description