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Technical/Customer Support Agent L1
Technical/Customer Support Agent L1SIR Solutions • Endicott, NY, United States
Technical / Customer Support Agent L1

Technical / Customer Support Agent L1

SIR Solutions • Endicott, NY, United States
17 days ago
Job type
  • Full-time
Job description

Position Overview

The Technical Support Agent L1 serves as the first point of contact for customers, providing prompt and effective solutions to technical issues. Specializing in POS systems, this role is responsible for troubleshooting problems, offering guidance, and escalating complex cases when necessary. Ensuring customer satisfaction through exceptional service, technical expertise, and strong problem-solving skills is a key aspect of this position.

Responsibilities

Technical Support & Ticket Management

  • Efficiently manage and prioritize incoming support tickets.
  • Troubleshoot and resolve technical issues related to company products and services.
  • Provide accurate and timely responses to customer inquiries.
  • Escalate complex issues to the appropriate internal teams when necessary.
  • Deliver immediate assistance for emergency situations.

Customer Support & Relationship Management

  • Handle inbound customer calls and provide clear, concise explanations of technical concepts.
  • Foster strong customer relationships through effective communication and problem-solving.
  • Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
  • Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.

    • Knowledge Management & Continuous Learning

  • Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
  • Stay informed about product updates, features, and best practices.
  • Participate in regular training sessions to maintain expertise in company products and services.
  • Accurately document issues and resolutions using Salesforce or other CRM tools.

    • Requirements

    Education & Experience

  • Must be bilingual in Spanish and English (verbal and written communication)
  • Post-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required.
  • 3-5 years of previous experience in a technical support / call center environment.
  • Familiarity with support ticketing systems such as Salesforce is a plus.
  • Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).

    • Competencies & Skills

  • Strong technical aptitude and troubleshooting abilities.
  • Excellent communication skills, with the ability to remain patient and calm under pressure.
  • Ability to work both independently and collaboratively within a team environment.
  • Strong attention to detail and time management skills.
  • Proficiency in English and Spanish (written and spoken) required.

    • Work Environment

  • Ability to work remotely with a reliable internet connection and a dedicated workspace.

    • Shift : 8 am to 5 pm - Sunday - Thursday

    Training : 6-9 weeks of training. Training hours are 8 am to 5 pm - Monday - Friday

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