Technical Support Specialist I

Job Title: Technical Support Specialist I

Company Overview:

At Diesel Laptops, we are dedicated to revolutionizing the commercial truck and off-highway vehicle repair industry. Since our inception, we have been committed to providing cutting-edge diagnostic tools, repair information, and world-class training to our clients. Our mission is to empower technicians and repair facilities with the knowledge and tools they need to efficiently diagnose and repair vehicles, ultimately reducing downtime and improving profitability. At Diesel Laptops, we pride ourselves on fostering a collaborative and innovative work environment where every team member is valued and has the opportunity to grow.

Job Description 

The IT Tech Support Level 1 Technician is responsible for working with customers affecting quick and permanent solutions when issues or requests are reported by the end user.  The ideal candidate should be comfortable working in a fast-paced environment.  To ensure success, the IT Tech Support Level 1 Technician should exhibit organizational and strong communication skills with meticulous attention to detail.

Key Responsibilities 

• Managing incoming calls and customer service inquiries
• Identifying and assessing customers’ needs to achieve customer satisfaction
• Troubleshooting technical issues as identified
• Creating detailed records regarding reported requests, issues, and solutions
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Adhering to all corporate policies, practices, and controls.
• Other Duties as Assigned

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a passionate and innovative team.
• Career growth and development opportunities.
• Collaborative and dynamic work environment.

Preferred Qualifications 

Equivalent Education Level Required: High school diploma or equivalent.

Experience Required: Customer service or technical support is a plus

Knowledge Required: Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Ability to read, write, evaluate, and apply information.  Ability to interact professionally and exhibit appropriate social skills.  Ability to maintain confidential information and professional boundaries.  Ability to understand and ensure compliance with policies, procedures, and laws.  Ability to develop and maintain business relationships. Proficient in MS Office. 

Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers.

Travel: Available as needed with appropriate notice, but no significant travel is anticipated for this position.

Other: Must be eligible to work in the USA.  May be subject to criminal background checks.