L1 / T1 Technical Support Representative
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THE ROLE
As an entry level L1 Technical Support Representative (TSR), your primary responsibility will be to actively resolve end-user requests. New employees receive thorough training on DTiQ tools, products, service offerings and standard procedures. This is a full-time (40 hours per week) supporting customers during U.S. and European business hours.
KEY RESPONSIBILITIES
- Assist customers over the phone with issues such as: account creation, password reset, video footage retrieval, and remote viewing software setup on end users laptops, personal computers and mobile devices.
- Maintain low wait times while focusing on first call resolution.
- Answer questions customers may have about our system and services.
- Ensure electronic records are created and updated for all customer communications.
- Warm transfer inbound calls to appropriate Account Specialist or Department when warranted.
- Assist in the building of a World-Class Support Team through contribution and collaboration.
WHY JOIN US?
- Competitive salary and benefits package
- Opportunities for career growth and advancement
- Supportive team environment and leadership
- Comprehensive training provided
- Exposure to international clients and business operations
- Work in a dynamic and fast-paced industry
QUALIFICATIONS
- Experience providing customer service utilizing effective technical troubleshooting skills
- Experience with Windows Operating System, Mac OS X, remote access tools and/or support of mobile devices
- Knowledge of CCTV and IP Camera technology