Full-Time Technical Support Representative I

Position Overview

Be part of our Technical Customer Support team. Handle technical customer support via phone, web, and email. Collaborate with developers to resolve critical customer issues promptly. Gain experience designing and implementing software solutions to meet client needs.

Job Responsibilities

• Answer and respond to customer inquiries (phone, email, chat)
• Provide excellent customer service
• Assist with software installations
• Adhere to ticket SLA and departmental guidelines
• Document issues, file, and follow up on customer tickets
• Collaborate with the Engineering team to resolve customer problems
• Deep understanding of the software and ability to view issues from the customer's perspective
• Learn the Agiloft software product inside and out
• Become knowledgeable about integrated products (Active Directory, LDAP, Outlook, Word, Excel, Salesforce)
• Other duties as assigned

Required Qualifications

• 1-2 years of technical support experience
• 4-year college degree or equivalent experience (preferred)
• Strong analytical and logical mind, technical background, good judgment, people skills, excellent attention to detail
• Experience with database concepts, web-based technologies, and operating systems
• Excellent troubleshooting and analytical skills, problem-solving ability
• Strong written and verbal English communication skills
• Ability to manage multiple tasks and set priorities
• Initiative to contribute beyond job responsibilities

Preferred Skills

• Programming or IT/Sys Admin experience
• Experience with Linux, IIS, and MySQL

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