Support Technician - Tier 1
About the role
The primary role is to provide first-level technical support to users of Innovative Control Systems' products and services. This includes trouble-shooting and resolving issues via telephone, remote desktop tools, and other supported resources using ITIL standards. Additionally, this position involves providing customer training and counseling on best practices to maximize the effectiveness of ICS systems.
Responsibilities
- Maintain a professional and positive demeanor while in the call center or away on company business.
- Communicate effectively and contribute to the support team effort by accomplishing related results as needed.
- Identify and resolve problems within the set time limits based on call priority.
- Notify the Floor Manager if the Call Outcome Assessment (COA) is not achieved within the allowable time limit.
- Follow the schedule set by management.
- Available to work weekends and holidays on a rotating schedule.
- Available to work overtime as call volume demands.
- Able to travel overnight when called upon.
- Able to train others.
- Perform all other miscellaneous duties as delegated by Support Management.
Requirements
- Education: Associates degree or equivalent from a two-year college or technical school, or equivalent experience.
- Experience: Six months or more of directly related customer service experience and/or equivalent in-house training.
- Previous contact center experience, electrical or mechanical background a plus.
- Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.
Qualifications
- Good phone skills, outgoing personality, able to display empathy, can articulate well to various personality types.
- Working knowledge of MS Office, Fundamental knowledge of MS operating systems, Fundamental knowledge of networking principles, Fundamental understanding of troubleshooting and diagnostic processes.
Skills
- Technical Skills: Identifies and resolves problems in a timely qualified manner. Strives to build knowledge base. Shares expertise with others.
- Troubleshooting Skills: Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying the solution.
- Customer Service: Empathizes with the client's problem, and conveys a helpful attitude in all interactions. Demonstrated ability to handle direct customer interaction professionally.
Benefits
- Competitive pay range: $21.00 - $21.00 per hour.
- Benefits include: a 401(k) savings plan with employer contributions; medical, dental, and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company-paid short-term and long-term disability insurance; employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity, and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 12 paid holidays per calendar year, 120 paid vacation days annually, and 40 paid sick leave hours annually or as provided under state and local paid sick leave laws; business travel services; employee discounts; and an employee assistance program that includes company-paid counseling sessions and legal services.
Pay
Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work. Pay is determined by several job-related, non-discriminatory factors including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position.
Schedule
This position may be located in: Americas : United States : Pennsylvania : Bethlehem