Key Responsibilities :
Tier 1 Responsibilities :
- Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
- Diagnose and troubleshoot basic hardware and software issues.
- Provide step-by-step guidance to customers in resolving common technical problems.
- Document customer interactions and solutions in the support ticketing system.
- Escalate complex issues to Tier 2 support when necessary.
Tier 2 Responsibilities :
- Handle escalated support tickets from Tier 1, providing advanced troubleshooting and resolution.
- Analyze and resolve more complex technical issues, including system configurations and network connectivity.
- Collaborate with engineering and product teams to identify and resolve product-related issues.
- Create and maintain technical documentation and knowledge base articles.
- Conduct follow-ups with customers to ensure satisfaction and resolution.
Qualifications :
- Proven experience in a technical support role (3+ years of experience).
- Strong understanding of computer systems, mobile devices, and software applications.
- Familiarity with operating systems (Windows, macOS, Linux) and networking concepts.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer service-oriented mindset with strong problem-solving abilities.
- Rotational on-call weekends.
Preferred Skills :
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Knowledge of cloud services and virtualization technologies.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus.
- Experience with Jack Henry is a plus
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