ConstructConnect
ConstructConnect

Technical Support Representative Level 1

Cincinnati, OH, US • Posted 9 days ago • Updated 6 hours ago
Full Time
On-site
Fitment

Dice Job Match Score™

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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 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 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: dd468131e95e97e053e7c9d6fa49f98d
  • Posted 9 days ago
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