Technical Support, Tier 1

About the Role

As a Technical Support Representative, Tier 1, you'll be the first point of contact for customers troubleshooting tablet, connectivity, and account issues — by phone and chat. You'll resolve issues directly, document them clearly, and help spot patterns that make the product and knowledge base better over time. This is a hands-on, high-contact role: your work shapes how customers experience American Innovations.

What You'll Do

• Provide responsive, high-quality customer support over phone and chat to both external customers and internal teams
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity
• Troubleshoot rugged field tablets, Bluetooth peripherals, wireless connectivity, and American Innovations software applications
• Configure and pair Bluetooth peripheral hardware devices
• Resolve common login and multi-factor authentication (MFA) issues
• Support tablet devices remotely using remote console tools
• Use the knowledge base to deliver fast, accurate solutions to customer requests
• Triage technical issues effectively and route them to the right team when needed
• Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager
• Identify gaps in support documentation and contribute new or improved knowledge base articles
• Collaborate cross-functionally with other teams to resolve and close customer cases
• Contribute ideas for improving team processes and the broader customer support experience
• Meet or exceed established service level, quality, and customer satisfaction goals

Requirements

• 2+ years of experience in technical support or a help desk environment
• 2+ years of experience in a customer-facing service role
• Strong written and verbal communication skills
• Hands-on experience with help desk / ticketing software
• Experience using remote support tools (e.g., TeamViewer, LogMeIn, or similar)
• Practical experience troubleshooting common network connectivity issues
• Working familiarity with Windows and iOS operating systems
• Curiosity and willingness to learn new technologies
• A collaborative, team-oriented approach to problem-solving

Nice to Have

• Bilingual in English and Spanish
• Experience in the oil, gas, or electrical industry

Location & Schedule

This role is based in Austin, TX, on a hybrid schedule. Monday, Tuesday, and Thursday: Onsite. Wednesday and Friday: Remote.

What We Can Offer You

• Competitive Medical/Dental/Vision Insurance
• Company Provided Life and Disability Insurance
• Paid Family Leave
• Matching 401k
• Supportive and collaborative work environment
• A rewarding culture with a focus on positive business practices and protecting the environment