What are the responsibilities and job description for the Technical Support Representative, Tier 1 position at Groove Technology Solutions?
Overview of the Role
This role provides front-line technical support for video services while also supporting dispatch operations. The position is responsible for troubleshooting customer issues, coordinating service calls, and ensuring timely resolution through effective communication, documentation, and collaboration with technicians and internal teams.
*This shift is Saturday & Sunday 11am –10 pm MST, Monday & Tuesday 8 am–7 pm*
What You’ll Do
- Technical Support
- Provide professional, timely support while de-escalating customer concerns
- Troubleshoot video service issues, including signal loss, audio/video problems, equipment errors, and setup
- Guide customers through solutions and determine when escalation or technician dispatch is required
- Create, manage, and document service tickets with accurate notes and updates
- Update customer accounts, services, and programming as needed
- Clearly communicate issues, resolutions, timelines, and any associated costs
- Follow up to confirm issue resolution and customer satisfaction
- Dispatch Coordination
- Schedule and coordinate service calls; confirm technician arrival and job completion
- Source and communicate with technicians to ensure the best fit based on availability, location, and cost
- Issue work orders and provide scheduling confirmations and reminders
- Maintain accurate records of job details, labor estimates, equipment usage, and costs in CRM
- Collect, review, and track technician paperwork to ensure completeness and accuracy
- Process service-related requests, including payment authorizations when required
- Collaboration & Operations
- Work closely with support teams and technicians to meet service goals and timelines
- Optimize scheduling and dispatch efficiency through proactive coordination
- Assist with departmental tasks, reporting, and administrative support
- Perform additional duties as assigned
What You Bring
- 2-3 years of experience in customer support, technical support, or dispatch coordination
- Strong troubleshooting and problem-solving skills, particularly in a technical environment
- Excellent communication skills with professional phone and email etiquette
- Ability to manage multiple tasks in a fast-paced environment
- Strong attention to detail with accurate documentation and follow-up
- Experience with Salesforce
- Basic understanding of video or telecommunications systems is a plus
Why You’ll Love It Here
- Compensation starting at $18/hr, DOE and an additional $1/hr during nights and weekends
- Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
- Wellness perks including an onsite masseuse and mental health support
- Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
- A culture that values innovation, growth, and having fun while doing it
Who We Are
We’re revolutionizing hospitality tech, offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.