What are the responsibilities and job description for the Technical Support Representative position at Tier4 Group?
About the Role:
Our Fortune 500 client is seeking multiple Technical Support Specialists to join their growing team in Franklin, WI. This contract role offers the potential to get your foot in the door with a great organization. After completing a paid 7-week onsite training program, you’ll have the flexibility to work hybrid or remotely based on your shift.
Responsibilities:
- Provide technical support via phone and chat in a contact center environment.
- Troubleshoot hardware, software, and connectivity issues remotely.
- Support Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and various in-house and commercial applications.
- Handle approximately 25 customer interactions per day as the single point of contact for technical issues.
- Maintain high standards in customer service, meeting key performance indicators (KPIs) such as attendance, first-contact resolution, and quality.
Training Period:
- Duration: 7 weeks (onsite in Franklin, WI)
- Schedule: Monday–Friday, 8:00 AM – 4:30 PM
- Candidates must attend the full training period without planned time off.
Shift Details:
Available Shifts: 1st, 2nd, 3rd, and weekends
- Final schedules will be based on availability forms submitted during the application. Ensure these forms reflect your full availability and planned time off, as incomplete information may impact selection.
Post-Training Hybrid/Remote Options:
- Day Shifts (6 AM – 6 PM, Mon–Fri): Hybrid work (onsite Mon-Wed, remote Thu-Fri).
- Evening/Weekend Shifts: Fully remote.
Qualifications:
Education: High School Diploma or GED required; Associate degree or equivalent experience preferred.
Technical Skills:
- Proficiency with MS Office, Outlook, and troubleshooting hardware/software issues.
- Experience using remote support tools.
Soft Skills:
- Strong verbal and written communication with excellent customer service skills.
- Analytical problem-solving ability and attention to detail.
- Adaptability in a dynamic technical environment.
Interview Process:
- One-hour video interview.
Job Type: Contract
Pay: $21.16 - $22.70 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Ability to Commute:
- South Milwaukee, WI 53172 (Preferred)
Ability to Relocate:
- South Milwaukee, WI 53172: Relocate before starting work (Preferred)
Work Location: Hybrid remote in South Milwaukee, WI 53172
Salary : $21 - $23
