Tier 1 Technical Support / Customer Service Representative

Job Description

We are looking for a friendly, reliable Tier 1 Technical Support Representative to join our team. In this role, you will be the point of contact for customers who need assistance with our products or services. The ideal candidate enjoys helping people, has strong communication skills, and is comfortable troubleshooting basic technical issues. This is a great opportunity for someone who enjoys problem-solving, learning new technology, and providing excellent customer service.

Responsibilities

• Provide client support on a wide range of items.
• Respond to external or internal user requests for service and determine nature and extent of support needed.
• Provide support or refer to the appropriate staff member.
• Respond to client issues of all kinds via phone, chat and email.
• Provide both “Tier 1” and “Tier 2” level of software support, training, and troubleshooting over the phone for clients, applicants and vendors.
• Investigate error messages and determine resolution.
• Train users in startup, basic, and advanced use of our websites.
• Provide timely and accurate information to incoming client requests.
• Process client orders/changes according to established department policies and procedures.

Required Skills

• Strong time management and organizational skills.
• Proficiency in M.S. Office Suite including Outlook, Word, and Excel.
• Must be detail oriented.
• Must have excellent oral and written communication skills.
• Must have strong telephone skills and be able to work with a diverse population.
• Must be able to maintain confidential information and follow procedures for work processing.
• Must be able to manage multiple tasks or projects.

Education

The candidate we are seeking will have at minimum a high school diploma or equivalent.

Benefits

Vertical Screen offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work. Medical, dental and vision coverage with spouse/family coverage options, 401K plan with generous company match, Flexible spending accounts, Voluntary insurance coverage plans (life, disability, etc.), Paid lunch breaks, Paid time off, Paid holidays, Paid training program/ Internal employee development, Overtime options available, Casual dress code, Flexible work schedules, RushBus scheduled service from Septa Bus Route 22 and Regional Rail, Employee referral bonus program, Discounts through partnerships & neighborhood business programs, Additional Information.

Additional Information

• All candidates are subject to a drug test and a background screening.
• Vertical Screen, Inc is an equal opportunity employer. Qualified candidates will be considered in a non-discriminatory manner without regard to legally protected characteristics.