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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.

Aretum

Tier I Support Technician - Senior

Arlington, VA · On-site +1

Provide advanced Tier I technical support for end-user hardware, software, mobile devices, printers, and peripheral equipment, including complex and high-visibility issues. * Configure, troubleshoot ...

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 ...

shentel

Technical Support Rep I

Rustburg, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Waynesboro, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Charleston, WV

As a Technical Support Representative , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

Aretum

Tier I Support Technician - Senior

Arlington, VA · Remote

Provide advanced Tier I technical support for end-user hardware, software, mobile devices, printers, and peripheral equipment, including complex and high-visibility issues. * Configure, troubleshoot ...

shentel

Technical Support Rep I

Waynesboro, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Blacksburg, VA

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Richmond, VA

As a Technical Support Representative , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Edinburg, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

SolarWinds

Technical Support Representative

Austin, TX · On-site

About the role SolarWinds is hiring a Tier 2 Technical Support Representative to provide advanced technical support for customers using our monitoring and infrastructure software. In this role, you ...

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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 Aug 8, 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 a Tier I Technical Support Representative?

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 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 skills and qualifications are needed to thrive as a Tier I Technical Support Representative?

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 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.
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
Infographic showing various Tier I Technical Support Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $43,945 per year, or $21.1 per hour.

Software Support Representative Tier I

e-MDs

Austin, TX • On-site

Full-time

Re-posted 17 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 e-MDs software suite. 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
    • Follows all company policies, direction, guidance, and processes as defined by e-MDs leadership and the HR department.
    • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.

  • Attitude
    • Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
    • Maintains a positive "can-do" attitude in order to help foster a positive team environment.
    • Proactively improves knowledge and job proficiency in an effort to increase customer satisfaction, including issue resolution.
    • Proactively learns new skills in an effort to improve professional abilities and increase customer satisfaction.

  • Communication
    • Consults directly with customers via phone, chat, and email .
    • Listens attentively to leadership, team, and customers to gain a comprehensive understanding of issue/request.
    • Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
    • Documents customer interactions thoroughly, clearly, and concisely.
    • Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality.
    • Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.

  • Analytical skills / Judgment
    • Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
    • 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
    • Learns core task set for all modules of e-MDs Solution Series suite and passes applicable exams.
    • Obtains in depth knowledge of e-MDs Solution Series software suite.
    • Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.

Skills & Requirements
Qualifications
  • Must be available between the hours of 7AM - 7PM CST Monday through Friday.
    • Employees will be assigned an 8 hour shift between these hours. Shifts are assigned according to highest call times.
  • Strong focus on customer service and team work.
  • Minimum of one year customer service experience.
  • Ability to thrive in a high call volume environment.
  • Ability to manage multiple tasks at the same time in a fast-paced environment.
  • Strong customer facing communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner.
  • Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems.
  • Ability to independently perform research using resources such as the internet and procedure manuals.
  • Working knowledge of Microsoft Office Suite (Word and Outlook).

ADDITIONAL SKILLS DESIRED (but not required)
  • Knowledge of medical terminology/medical office workflow.
  • Knowledge of medical billing or insurance.
  • Working knowledge of Electronic Healthcare Records (EHR) systems.
  • Experience providing technical hands-on support in a professional hardware or software environment.

Language Skills
Employees are required to speak, read and write English
Physical Demands / Work Environment
All employees must be able to lift 50lbs

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