USSI Global provides field maintenance and system integration for multiple technology markets including commercial communication systems, government weather & consumer sites, digital media and broadcast host locations. With over 300 service locations throughout the United States, others in Canada, Mexico, U.K., the Caribbean Islands, and 140 other countries, we are positioned to handle national and global requirements. For more information visit us at www.ussiglobal.com.
Job Title: Tier 1 Technical Support

Location: Melbourne, FL (onsite, not remote)

Shift: Mon to Fri from 12:00pm to 8:30pm (No Weekends)

Pay: $18.00/hr

Essential Duties & Responsibilities

• Provide end user support to customers for Display systems and solutions through inbound/outbound phone and email communications.
• Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures.
• Process warranty and return/refund requests for products.
• Retain ownership of all cases throughout the resolution process
• Report enhancement requests received from customer regarding hardware, application, or documentation
• Provide input to internal escalation departments, though proper escalation procedures
• Communicate bug fixes and new enhancements to customers
• Provide excellent customer service at all times
• Follow up to customer inquiries by taking specific action in a timely manner
• Troubleshoot equipment and system problems
• Problem solves and strives for first call resolution
• Enters data from customers into various software programs
• Appropriately communicate with upset customers to resolve their inquiries
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Participates in additional training courses when needed