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Ad title:
Tier 1 Technical Support Representative
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| Provided By:
Anchora
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Published: 27 August
/ Deadline: 27 September
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Job Overview:
We are looking for a customer-focused Tier 1 Technical Support Representative to assist customers with basic internet, Wi-Fi, and connectivity concerns.
You will be one of the first points of contact for customers who need technical assistance. Your role will be to understand the concern, perform basic troubleshooting, document the interaction, and either resolve the issue or escalate it to the appropriate technical team.
This is an entry-level technical support role. Advanced IT or engineering experience is not required, but candidates should be comfortable learning technical processes and guiding customers through basic troubleshooting steps.
Schedule: 4:00 PM to 1:00 AM US Eastern Time (New York time) or 12:00 AM to 9:00 AM US Eastern Time (New York time)
Key Responsibilities:
** Answer incoming customer support calls professionally and accurately.
** Assist customers with basic Wi-Fi, internet, device connection, login, and service-related concerns.
** Ask the right questions to understand and identify the customer`s issue.
** Guide customers through basic troubleshooting steps, such as reconnecting a device or restarting a modem or router.
** Create, update, and resolve support tickets using the company`s ticketing system.
** Document customer concerns and troubleshooting steps clearly and accurately.
** Resolve concerns during the first interaction whenever possible.
** Escalate issues to the next level of technical support when necessary.
** Monitor and respond to incoming support requests from phone, email, and the customer portal.
** Use multiple systems and tools to check equipment, account, and service information.
** Follow established response-time, resolution-time, attendance, and schedule requirements.
Qualifications:
** Previous experience in customer service, call center support, help desk support, or technical support.
** Excellent spoken and written English.
** Strong listening and reading-comprehension skills.
** Ability to understand a customer`s concern and provide clear instructions.
** Basic knowledge of internet and networking equipment, such as modems, routers, Wi-Fi access points, switches, and firewalls.
** Comfortable using multiple computer systems and applications at the same time.
** Strong problem-solving and attention-to-detail skills.
** Patient, empathetic, and customer-focused approach.
** Ability to work in a fast-paced environment and adjust to changing priorities.
** Ability to follow written and verbal instructions.
Preferred Qualifications:
** Previous Tier 1 technical support, help desk, or Network Operations Center experience.
** Experience supporting internet, Wi-Fi, telecommunications, or network-related services.
** Experience using ticketing or customer-support systems.
** Previous experience working in a BPO or 24/7 customer-support environment.
To proceed with your application, please fill out this form: https://forms.monday.com/forms/8dda2cfb3dbc3770a1487d580646ef25?r=use1
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