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Tier 1 Tech Support Representative Jobs (NOW HIRING)

Prosource

IT Support Specialist Tier 1

Blue Ash, OH

Vitis Technologies succeeds in this through our customer-first approach. Major Goals & Responsibilities: As a Support Specialist Tier 1, you will work in an end-user help desk environment that ...

Afni

Tech Support Representative

Tucson, AZ

$18.50/hr

What are the qualifications to be a Tech Support Representative at Afni? * Six months of customer service experience * Must be 18 years of age * Must have GED or High School Diploma * Must be legally ...

Afni

Tech Support Representative

Tucson, AZ

$18.50/hr

What are the qualifications to be a Tech Support Representative at Afni? * Six months of customer service experience * Must be 18 years of age * Must have GED or High School Diploma * Must be legally ...

Afni

Tech Support Representative

Tucson, AZ

$18.50/hr

What are the qualifications to be a Tech Support Representative at Afni? * Six months of customer service experience * Must be 18 years of age * Must have GED or High School Diploma * Must be legally ...

Afni

Tech Support Representative

Tucson, AZ

$18.50/hr

What are the qualifications to be a Tech Support Representative at Afni? * Six months of customer service experience * Must be 18 years of age * Must have GED or High School Diploma * Must be legally ...

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Tier 1 Tech Support Representative information

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How much do tier 1 tech support representative jobs pay per hour?

As of Jun 15, 2026, the average hourly pay for tier 1 tech support representative in the United States is $18.43, according to ZipRecruiter salary data. Most workers in this role earn between $13.46 and $22.12 per hour, depending on experience, location, and employer.

What are some common challenges faced by Tier 1 Tech Support Representatives, and how can they be managed effectively?

Tier 1 Tech Support Representatives often encounter challenges such as handling a high volume of repetitive inquiries, managing frustrated customers, and diagnosing issues with limited technical information. To manage these effectively, it’s important to develop strong active listening skills, follow standardized troubleshooting protocols, and know when to escalate issues to higher support tiers. Supportive team environments, regular training, and access to a comprehensive knowledge base also help representatives resolve issues efficiently and maintain a positive customer experience.

What is the difference between Tier 1 Tech Support Representative vs Help Desk Technician?

AspectTier 1 Tech Support RepresentativeHelp Desk Technician
CertificationsBasic certifications like CompTIA A+ often preferredSimilar certifications, often the same
Work EnvironmentCall centers, remote support, on-siteHelp desks, remote support, on-site
ResponsibilitiesInitial troubleshooting, basic issues, ticket loggingIssue diagnosis, troubleshooting, user support
Industry UsageIT support, customer serviceIT support, technical assistance

Both roles involve providing technical support and troubleshooting, often requiring similar certifications and working in comparable environments. The main difference lies in terminology and specific company practices, but they generally serve the same purpose of assisting users with technical issues at the initial support level.

What are Tier 1 Tech Support Representatives?

Tier 1 Tech Support Representatives are frontline support staff who assist customers with basic technical problems and inquiries. They handle initial contact, troubleshoot common issues, and provide solutions or escalate more complex cases to higher support levels. Their responsibilities often include answering calls, responding to emails or chats, and guiding users through simple troubleshooting steps. Tier 1 representatives play a crucial role in ensuring customer satisfaction and efficient problem resolution.

What are the key skills and qualifications needed to thrive as a Tier 1 Tech Support Representative, and why are they important?

To thrive as a Tier 1 Tech Support Representative, you need basic technical knowledge of computer systems, troubleshooting skills, and often a high school diploma or equivalent. Familiarity with ticketing systems (like Zendesk or ServiceNow), remote desktop tools, and common operating systems is typically required. Strong communication, patience, and problem-solving abilities are essential soft skills for effectively assisting customers. These competencies ensure quick resolution of basic technical issues, customer satisfaction, and efficient escalation when necessary.
More about Tier 1 Tech Support Representative jobs
What cities are hiring for Tier 1 Tech Support Representative jobs? Cities with the most Tier 1 Tech Support Representative job openings:
What job categories do people searching Tier 1 Tech Support Representative jobs look for? The top searched job categories for Tier 1 Tech Support Representative jobs are:
Tier 1 Tech Support Representative jobs near you
Infographic showing various Tier 1 Tech Support Representative job openings in the United States as of June 2026, with employment types broken down into 98% Full Time, and 2% Part Time. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $38,341 per year, or $18.4 per hour.

Tier 1 Tech Support Agent (Espresso Machines/Coffee Equipment)

Salzman Group Inc

Rochester, NY • On-site

$20 - $22/hr

Full-time

Medical, Dental, Retirement, PTO

Posted 17 days ago

Job description

Description:About Us

Salzman Group Inc. (Whole Latte Love) is a family-owned business based in Rochester, New York and the fastest-growing e-commerce retailer of luxury espresso machines, coffee, and specialty coffee accessories. For more than 25 years, we have been passionate about helping customers create café-quality coffee experiences at home through exceptional products, education, and customer support.

Our company has been recognized nationally, being named one of America’s Fastest Growing Online Shops by Statista, America’s Best Online Shops 2026, and America’s Best Customer Service 2024–2026 by USA Today.

We foster a collaborative, team-oriented environment focused on innovation, accountability, and growth, while creating opportunities for our employees to develop and succeed.


Position Overview

The Tier 1 Technical Support role serves as the first point of contact for customers experiencing technical questions or issues related to espresso machines, grinders, coffee makers, and accessories.

Responsibilities include reviewing customer support tickets, troubleshooting issues using customer-provided descriptions, photos, and videos, and assisting customers through email, phone calls, and live video support sessions. The ideal candidate is a strong communicator, comfortable with technology, eager to learn, and passionate about helping customers in a fast-paced environment.


Key Responsibilities
  • Review and respond to customer technical support requests related to espresso machines, grinders, coffee equipment, and accessories
  • Troubleshoot issues using customer-provided descriptions, photos, videos, and live customer interaction
  • Assist customers through email, chat, phone calls, and one-on-one video support sessions
  • Clearly communicate troubleshooting steps in a professional, customer-friendly manner
  • Manage support tickets accurately while meeting response time expectations
  • Contribute feedback, documentation, and knowledge-sharing resources to support ongoing team development
  • Perform additional duties and projects as assigned
Requirements:


  • Excellent communication skills with the ability to communicate clearly, professionally, and confidently across phone, chat, email, and video calls
  • 2+ years of experience in customer service, technical support, appliance repair, troubleshooting, or another customer-facing role
  • Comfortable handling both inbound and outbound customer communication
  • Strong problem-solving and critical-thinking skills with attention to detail
  • Self-motivated with a positive attitude, strong work ethic, and ability to multitask in a fast-paced environment
  • Comfortable learning technical information and guiding customers through troubleshooting processes step-by-step
  • Previous experience with espresso equipment, coffee preparation, appliance troubleshooting, or specialty coffee is a plus, but not required
Perks of the Position
  • Modern office setting
  • Paid training provided; no prior espresso machine experience required
  • Competitive compensation based on experience
  • Competitive health and dental insurance plans
  • 401(k) plan with (Company contribution after 1 year)
  • Vacation time, sick time, and paid holidays
  • Fully stocked kitchen and beverages available for employees
  • DoorDash DashPass membership
  • Employee discounts on espresso machines, coffee, and accessories
  • Opportunity for long-term growth within a rapidly expanding company and specialty coffee industry
  • Hands-on exposure to premium espresso equipment and coffee products
  • Work alongside a passionate, knowledgeable team within the coffee industry