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Tier I Technical Support Representative Jobs (NOW HIRING)

e-MDs

Software Support Representative Tier I

Austin, TX · On-site

Summary of Job A Tier I Software Support Representative's goal is to assist with customer requests ... Experience providing technical hands-on support in a professional hardware or software environment.

e-MDs

Software Support Representative Tier I

Austin, TX · On-site

Summary of Job A Tier I Software Support Representative's goal is to assist with customer requests ... Experience providing technical hands-on support in a professional hardware or software environment.

e-MDs

Software Support Representative Tier I

Austin, TX · On-site

Summary of Job A Tier I Software Support Representative's goal is to assist with customer requests ... Experience providing technical hands-on support in a professional hardware or software environment.

e-MDs

Software Support Representative Tier I

Austin, TX · On-site

Summary of Job A Tier I Software Support Representative's goal is to assist with customer requests ... Experience providing technical hands-on support in a professional hardware or software environment.

Axis

Technical Support Representative

Chelmsford, MA · Hybrid

$56K/yr

The Technical Services Representative - Tier I (Hybrid position) provides initial screening of all inbound technical support interactions via telephone, chat, and our online helpdesk. This is a ...

e-MDs

Software Support Representative Tier I

Austin, TX · On-site

$16.75 - $21.50/hr

Summary of Job A Tier I Software Support Representative's goal is to assist with customer requests ... technical hands-on support in a professional hardware or software environment. Language Skills ...

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Tier I Technical Support Representative information

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How much do tier i technical support representative jobs pay per hour?

As of Jun 16, 2026, the average hourly pay for tier i technical support representative in the United States is $21.13, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $24.04 per hour, depending on experience, location, and employer.

What is Tier 1 technical support?

Tier 1 technical support is the first level of customer assistance, where support representatives handle basic issues such as password resets, account access, and common troubleshooting. They typically use diagnostic tools and follow predefined scripts to resolve simple problems before escalating more complex issues to higher support tiers.

What are Tier I Technical Support Representatives?

Tier I Technical Support Representatives are entry-level professionals who provide basic technical assistance and support to customers experiencing issues with products or services. They typically handle initial customer inquiries, troubleshoot common problems, and escalate more complex issues to higher-level support teams if necessary. Their goal is to quickly resolve customer concerns, offer guidance, and ensure a positive support experience. Tier I representatives often work via phone, email, or chat, and follow established protocols to diagnose and resolve issues efficiently.

What is a Tier 1 support technician job description?

A Tier 1 Technical Support Representative provides basic technical assistance to customers, troubleshooting common hardware and software issues, and guiding users through problem resolution. They typically handle initial contact, document issues, and escalate complex problems to higher support levels, often using ticketing systems and remote tools. Strong communication skills and basic technical knowledge are essential for this entry-level role.

What is the difference between Tier I Technical Support Representative vs Help Desk Technician?

AspectTier I Technical Support RepresentativeHelp Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+), high school diplomaSimilar certifications, often the same entry-level requirements
Work EnvironmentCall centers, remote support, on-siteHelp desks, call centers, remote support
Employer & Industry UsageIT support, tech companies, service providersIT departments, managed service providers, corporate support
Common Search & ComparisonYesYes

Both roles involve providing basic technical support, troubleshooting common issues, and assisting users. The main difference lies in terminology and specific employer preferences, but their responsibilities and required skills are largely similar, making them often interchangeable in job searches.

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

To thrive as a Tier I Technical Support Representative, you need a solid understanding of basic computer systems, troubleshooting techniques, and strong communication skills, often supported by a high school diploma or equivalent. Familiarity with ticketing systems, remote desktop tools, and knowledge bases is typically required. Exceptional patience, active listening, and a customer-focused attitude help representatives resolve issues efficiently and create positive experiences. These skills ensure timely and effective problem-solving, fostering customer satisfaction and maintaining company reputation.

What are some common challenges faced by Tier I Technical Support Representatives, and how can they effectively handle them?

Tier I Technical Support Representatives often encounter challenges such as troubleshooting a wide range of technical issues with limited initial information, managing high call volumes, and communicating technical solutions to users with varying levels of technical knowledge. To handle these challenges effectively, it's important to stay patient, ask clear and targeted questions to gather necessary details, and follow established troubleshooting protocols. Developing strong communication skills and utilizing available knowledge bases or escalation procedures can also help ensure issues are resolved efficiently, making the support experience positive for both users and the team.

What jobs pay $10,000 a month without a degree?

A Tier I Technical Support Representative typically does not earn $10,000 a month without additional experience or certifications. High-paying roles that can reach this level without a degree often include sales, real estate, or specialized trades like commercial diving or certain tech certifications, but these usually require skills, training, or licensing. Most entry-level technical support roles pay less, and reaching $10,000 monthly generally involves advancement or specialized expertise.

What is L1, L2, and L3 technical support?

In technical support roles like a Tier I Technical Support Representative, L1, L2, and L3 refer to different levels of issue complexity and expertise. L1 handles basic troubleshooting and common problems, L2 addresses more complex issues requiring deeper technical knowledge, and L3 involves advanced problem-solving often requiring specialized skills or engineering input. Support staff typically escalate issues between levels based on complexity and expertise needed.
More about Tier I Technical Support Representative jobs
What job categories do people searching Tier I Technical Support Representative jobs look for? The top searched job categories for Tier I Technical Support Representative jobs are:
Tier I Technical Support Representative jobs near you
Software Support Representative Tier I

Software Support Representative Tier I

e-MDs

Austin, TX • On-site

Other

Posted 9 days ago

Job description

Summary of Job 

A Tier I Software Support Representative’s goal is to assist with customer requests for assistance in utilizing the eMDs software suite via inbound and outbound phone calls and chat.  This is accomplished through teamwork, clear communication, trouble shooting, and application of resources.  The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance. 

Essential Duties and Responsibilities

• Professionalism 
o Follows all company policies, direction, guidance, and processes as defined by eMDs leadership and the HR department.
o Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
• Attitude:
o Responds to all customer and leadership requests in a professional, courteous, and respectful manner. 
o Maintains a positive “can-do” attitude in order to help foster a positive team environment.
o Proactively improves knowledge and job proficiency in an effort to increase customer satisfaction, including issue resolution.
o Proactively learns new skills in an effort to improve professional abilities and increase customer satisfaction. 
• Communication:
o Consults directly with customers via phone, chat, and email.
o Listens attentively to leadership, team, and customers to gain a comprehensive understanding of issue/request.
o Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
o Documents customer interactions thoroughly, clearly, and concisely.
o Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality.
o Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
• Analytical skills / Judgment:
o Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
o Determines which calls are applicable to a Tier I skill set, which will need to be escalated, and follows the appropriate process for escalation.
• Product, Process and System Knowledge:
o Learns core task set for all modules of e-MDs Solution Series suite and passes applicable exams.
o Obtains in depth knowledge of e-MDs Solution Series software suite.
o Clearly documents customer tickets in the CRM system and follows the processes established for CRM use. 
• All other duties as required.

 

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