What are the responsibilities and job description for the Technical Support Representative position at 3i People?
Transforming Careers, One Opportunity at a Time
At 3i People, we’re more than recruiters; we're career accelerators. Partnered with cutting-edge tech firms and innovative companies, we connect top-tier talent with their dream jobs. Our mission is to open doors for professionals like you to thriving workplaces where you can leave your mark.
You can reach Anumeha at 678-381-1400/ameha@3ipeople.com
Job Summary
As a Tier 1 Technical Support Representative, you will be the first point of contact for our customers seeking technical assistance, establishing new service, and assisting in basic billing questions and responsibilities. You will troubleshoot basic issues, answer service-related questions, and escalate more complex problems to Tier 2 support when necessary.
Responsibilities
- Answer inbound phone calls, chats, and emails from customers.
- Provide clear and effective troubleshooting steps for basic software, hardware, and connectivity issues.
- Document customer interactions accurately in the Zoho ticketing system. Training will be provided.
- Guide customers through standard procedures and technical resolutions.
- Escalate unresolved issues to Tier 2 support teams with appropriate documentation.
- Maintain a high level of professionalism, patience, empathy, and customer service at all times.
- Stay updated with product knowledge and internal procedures.
Qualifications
· Associate degree in information technology or equivalent or 3 years of experience working in a similar IT support role. Experience with Mikrotik routers or Cisco switches.
· 1 year preferred Wi-Fi experience with controller-based Wi-Fi solution like Ruckus, TP link Omada, Unifi, Cisco, Mist, Meraki.
- Full understanding of computer systems, mobile devices, and network troubleshooting.
- Excellent verbal and written communication skills.
- Comfortable working in a team-oriented environment.
- Bonus: Ability to work flexible shifts, including evenings, weekends, or holidays if needed.
Overall, 3i People's extensive experience and expertise in the staffing industry make us a reliable and trusted partner for companies looking for top talent. Our commitment to delivering high-quality services and using innovative technologies, such as Leap Tiger, further set us apart from our competitors. With our personalized approach and dedication to excellence, 3i People is well-equipped to help clients succeed in the ever-changing business environment.