Technical Support Representative Level 1

Overview

This position is hybrid in Cincinnati, Ohio and sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

Responsibilities

• Handle technical support trouble tickets.
• Maintain and monitor the ticket queue using discretion and independent judgment to weigh factors such as order of response/urgency, contact method, and timeline.
• Ensure compliance with company and departmental policies and procedures, respond to tickets in a timely manner, coordinate call-back times with customers, and meet those times.
• Reassign or escalate tickets as necessary and when appropriate.

Qualifications

• High School Diploma or GED required, Associates or better desired.
• MCP Certification or equivalent technical work experience and knowledge (4+ years desktop support, network support, helps desk, tech support call center, etc).
• Strong understanding of Operating Systems, MS Office, and Email Database Application knowledge.
• Responsible, mature, reliable, dependable, honest, trustworthy, consistent, detail oriented.
• Pleasant, clear speaking voice and excellent written communication skills.
• Strong ability to describe detailed topics clearly in writing or over the phone.

Physical Demands and Work Environment

• Frequent sitting, telephone communication, and working on a computer for extended periods.
• Visual acuity required to perform activities close to the eyes.
• Dedicated and ergonomically appropriate remote workspace.
• Hybrid work schedule with regular in-office presence as determined by the team or department.