What are the responsibilities and job description for the Technical Customer Support Representative position at NLB Services?
The Tier 1 Technical Support Specialist serves as the first point of contact for users experiencing technical issues. This role involves providing support via phone, email, chat, or ticketing systems, diagnosing common problems, and resolving them or escalating as needed. A successful agent delivers a seamless, helpful, and professional experience to every customer.
Key Responsibilities
- Respond to incoming support requests and log accurate details in the ticketing system
- Troubleshoot common issues such as:
- Login/access errors
- Printer or peripheral connectivity
- Software functionality
- Internet or network configuration
- Guide customers through problem-solving steps with clarity and empathy
- Follow established procedures, scripts, and escalation protocols
- Ensure high-quality customer interactions and issue resolution
Top Skills and Qualifications
Technical Skills
- Basic Troubleshooting
- Windows and macOS navigation
- Wi-Fi/networking fundamentals (IP addresses, routers)
- Peripheral device setup and troubleshooting
- Software Support Proficiency
- Microsoft 365 applications
- Ticketing tools (e.g., ServiceNow, Zendesk, Freshdesk)
- Remote desktop support platforms
- Typing & Multitasking
- Ability to document in real time while interacting with users
Soft Skills
- Clear and Confident Communication
- Delivers concise, articulate, and professional verbal and written communication
- Explains complex technical issues in a simple, user-friendly manner
- Empathetic and Customer-Focused Approach
- Demonstrates genuine patience, active listening, and emotional intelligence
- Maintains a courteous and positive tone, even under pressure
- Analytical and Resourceful Problem-Solving
- Applies logical thinking and creative troubleshooting strategies
- Asks precise, thoughtful questions to quickly identify root causes
- Collaborative and Team-Oriented Mindset
- Engages positively with team members and escalates effectively when needed
- Displays reliability, accountability, and a willingness to assist peers
- Flexible and Quick-Learning Attitude
- Adapts swiftly to evolving tools, technologies, and work processes
- Embraces feedback with a growth mindset and eagerness to improve
Preferred Qualifications
- Associate degree in IT, Computer Science, or a related field (or equivalent experience)
- 6 months in a technical support, help desk, or customer-facing IT role