Sage Support Tech 1

Endpoint Automation Solutions has an excellent opportunity for an entry level candidate or someone with just a few years of experience to work in their Customer Support department.  The incumbent will offer support and technical assistance to customers using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

You will be supporting customers with software products that are developed by Endpoint.

Key Job Duties include but not limited to: 

• Specialized in installations and complete customer onboarding tasks. 
• Triage tickets for proper assignment and first call to customers as soon as possible. 
• Responding to level 1 assigned ticket queries via chat, email, or phone. 
• Providing technical assistance for level 1 assigned ticket questions and problems. 
• Diagnosing system errors and other issues. 
• Following up with customers to ensure full resolution of issues. 
• Running reports to analyze common complaints and problems. 
• Installing or changing software to fix issues. 
• Remotely accessing hardware or software for clients to make changes and fix problems. 
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods. 
• Nights and weekends may be needed on a scheduled basis.
• Training in new support technicians when needed.
• Assisting less experienced techs with support tickets.  

Skills and Qualifications:  

• Strong computer skills and the ability to troubleshoot and diagnose problems. 
• Familiarity with PC and Mac hardware and software. 
• Familiarity with performing SQL statements. 
• Experience with network repairs and analysis. 
• Strong Customer Service Skills. 
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. 
• Good writing and editing skills to aid in writing and updating manuals, how to troubleshoot problems, and specific knowledge of other required computer systems for different work environments. 
• Ability to work independently without daily support or direction. 

Required Education: 

Bachelor’s or associate’s degree in computer science or similar discipline or comparable work experience. 

Other Requirements: 

Customer Service experience desirable.

Manufacturing experience desirable. 

Warehouse and distribution experience desirable. 

Work Environment:  

The working conditions offer a desk-centered workspace equipped with a computer, making it suitable for both office and remote work settings. Additionally, the integration of technology enables efficient task execution and communication. Workflow management strikes a balance between independent work and collaboration, necessitating adaptability to effectively navigate the different dynamics of both remote and office environments. 

Physical Requirements:   

The job requires both prolonged periods of sitting at a desk and working on a computer, as well as the ability to lift up to 15 pounds at times.  

Position Type and Hours of Work: 

This is a full-time salaried position, with the expectation that the employee will work a minimum of 8 hours per day within regular business hours.  

Work authorization:  

Employee must maintain and provide valid documentation demonstrating their legal authorization to work in the United States. Endpoint does not provide sponsorship. Failure to provide satisfactory proof of work authorization may result in the termination of employment.  

Equal Opportunity Employer Statement:  

It is the policy of Endpoint not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.