What are the responsibilities and job description for the Tier 1 Tech Support Technician position at JSI?
Department: Broadband - Network Engineering Services
Location: Madison, MS
JSI invites you to join our team as a Tier 1 Tech Support Technician on our Contact Center team in Madison, Mississippi, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.
Position Overview:
As a Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’ peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners’ customers in a professional, friendly and efficient manner. Your weekly work schedule will consist of four, 10-hour days, typically including one weekend day.
Responsibilities
- Provide essential Tier 1 support to customers in a professional and customary manner.
- Answer inbound tech support calls and make outbound calls to customers as needed.
- Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
- Keep detailed notes of all work performed on customers’ peripherals.
- Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
- Maintain 90% QA (quality assurance) ratings.
- Work on other ongoing and short-term projects as outlined by management.
Required Qualifications:
- High school diploma or equivalent.
- Excellent communication, both verbal and written and proficient in English.
- Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
- Ability to manage time and effectively prioritize numerous projects at one time.
- Willingness to solve complicated problems and see projects through to completion.
- 1 years of experience in a technical support role.
- 1 years of experience in a contact center environment handling high volume of calls.
- Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
- Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.
- Competitive salary performance-based bonuses.
- Comprehensive benefits package (medical, dental, vision, 401(k)).
- Generous PTO and travel support.
- Ongoing professional development and educational opportunities.