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Technical Support Representative Level 1

Cincinnati, OH, US • Posted 30+ days ago • Updated 12 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Training
Customer Satisfaction
Issue Tracking
Media
Policies and Procedures
Microsoft Certified Professional
Remote Support
Network Support
Technical Support
Call Center
Operating Systems
Database
Dependability
Honesty
Attention To Detail
Writing
Communication
Privacy

Summary

Overview

This position is hybrid in Cincinnati, Ohio and sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Opportunity

The Tech Support Rep Level 1 is responsible for all aspects of communication with customers during the life-cycle of a trouble ticket - communication may occur via phone or electronic media (e-mail/chat). The Tech Support Rep is also responsible for responding to customer inquiries via web-based Chat support in addition to resolving customer trouble tickets.

Responsibilities

What You'll Be Doing

Responsible for handling technical support trouble tickets.
Monitor their ticket queue and use their discretion and independent judgment to weigh ticket factors such as:
- Order of response/urgency of tickets.
- Contact method and timeline.
- Correct/appropriate response to ticket.
- How/when to close tickets and whether/if a ticket should be reassigned or escalated.
Must ensure company and departmental policies and procedures are followed, tickets are responded to and closed in a timely manner, call back times are coordinated with customers and then met, tickets are reassigned and/or escalated in a timely manner and when appropriate.
This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

Qualifications

What You Bring to the Team

High School Diploma or GED required, Associates or better desired
MCP Certification or equivalent technical work experience and knowledge (4+ years desktop support, network support, helps desk, tech support call center, etc)
Strong understanding of Operating Systems, MS Office, and Email
Database Application knowledge strongly desired
Responsible, mature, reliable, dependable, honest, trustworthy, consistent, detail oriented
Pleasant, clear speaking voice and excellent written communication skills
Candidates must possess a strong ability to describe detailed topics clearly in writing or over the phone

Physical Demands and Work Environment

The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence as determined by the team or department.
All team members must reside and perform their work within the United States.

E-Verify Statement

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1- or visit their website. E-Verify is a registered trademark of the United States Department of Homeland Security.

Privacy Notice

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80183886
Position Id: a2f720301a156900b79b2bce276e8259
Posted 30+ days ago

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