Position Summary
The purpose of the Tier 1 Technical Support Team Member is to assist customers who are experiencing difficulty with the use of IT applications, products, or services. Complex/high priority problems are elevated to Tier II Technical Support Team Members for resolution when needed, but the Tier 1 Technical Support Team Member is responsible for ensuring that an effective solution is provided to the user.
Accountabilities/Responsibilities
· Answers incoming calls in a busy help desk environment.
· Take care of inbound calls from local companies on but not limited to: troubleshooting sales order entry issues, bank reconciliation, inventory control, password changes, security updates for proprietary software.
· Respond to Prokeep text messages for assistance
· Responding to emails and voicemails
· Works with remote sites on troubleshooting issues with software
· Troubleshoots each call and provides a resolution
· Records required customer and problem information into the help desk ticketing system
· Follows up on open tickets, updates the ticket notes accordingly, and keeps in contact with the end user until the issue is resolved
· Closes tickets with the appropriate resolution notes after the issue is resolved
· If needed, escalates tickets to Tier II Technical Support Analysts to help work towards a resolution
· Performs daily morning and evening duties
· Performs additional duties as assigned
Competencies for Success
· Analytical and Critical Thinking
· Builds Customer Experience
· Communication
· Planning and Organizing
Minimum Qualifications
· Associate’s Degree in a IT related field preferred
· 1-3 years of technical support experience preferred
· Work experience in a call center/help desk environment preferred
· IBM i knowledge preferred
· Working knowledge of Windows Operating Systems required
· Working knowledge of Microsoft Office applications preferred
· Good typing skills
· Good documentation skills
· Excellent problem-solving skills
· Strong interpersonal skills to effectively handle customers in a positive, service-oriented fashion
· Strong verbal and written communication skills
· Must possess good phone etiquette
· Must be able to work well with others
· Must be able to learn and support new and fast-changing technologies
· Detail oriented
· Must possess good work habits under pressure
Physical Demands
The physical demands here are representative of those that must be met to successfully perform the essential job functions with or without reasonable accommodations:
· Sitting for extended periods of time
· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
· Ability to work a non-traditional schedule and be on-call for emergency situations
· May need to travel occasionally
Winsupply is an equal opportunity employer, so it encourages all qualified individuals to apply including minorities, veterans, women, and those with disabilities.
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Technical support: 1 year (Preferred)
Ability to Commute:
- Dayton, OH 45439 (Preferred)
Work Location: In person
