Tier 1 Technical Support Technician (Onsite)

Tier 1 Tech Support Technician Job Description (ONSITE) Non-Exempt/Full Time Opportunity

Please apply for this position on our website: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=a7f3aa03-a9ce-4370-ac6a-3a78558d1c3c&ccId=19000101_000001&lang=en_US&jobId=9201278789655_1&&source=EN

LogicomUSA is an industry leading support company that provides end user support services for Businesses and Consumers. By teaming up with the best providers in the telecommunications industry we make sure our customers have the best solutions available. The result is a simple and secure solution that saves time, money and provides confidence to our customers. Tier 1 Tech Support Technician will work in our office in Madison, Mississippi. Must be friendly and outgoing with clients, willing to solve problems and take on responsibility. Equal Opportunity Employer.

Job Responsibilities:

• Provide essential Tier 1 support to customers in a professional and customary manner.
• Answer inbound tech support calls and make outbound calls to customers as needed.
• Thoroughly troubleshoot, investigate, and resolve customers peripheral related problems.
• Keep detailed notes of all work performed on customers’ peripherals.
• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
• Must maintain nonphysical escalation rate of 35% or under.
• Maintain 85% CSAT (customer satisfaction) and 90% QA (quality assurance) ratings.
• Ensure that all the customers have an exceptionally positive experience with LogicomUSA.
• Availability to work various shifts, including but not limited to day, evening, overnight shifts as assigned.
• Work on other ongoing and short-term projects as outlined by management.
• Adhere to all company policies, procedures, and business ethics codes.

Qualifications:

• Excellent communication, both verbal and written and proficient in English.
• Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
• Ability to manage time and effectively prioritize numerous projects at one time.
• Willingness to solve complicated problems and see projects through to completion.
• Understanding of company products, services, and policies.

Education/Experience:

• High School Diploma or equivalent.
• 1 years of experience in a technical support role (preferred).
• 1 years of experience in a contact center environment handling high volume of calls (preferred).

Physical Requirements/Working Conditions:

• Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
• Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.

Work Schedule:

• 4 days a week. 10-hour shifts. Includes 1 weekend day.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Weekdays
• Weekends as needed

Application Question(s):

• Do you currently reside in Mississippi?
• What is your desired hourly rate of pay (non-exempt)?
• What hours and days are you available to work?
• If hired, when will you be available to begin work?
• How did you hear about LogicomUSA?

Experience:

• Technical support: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person