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Technical Support Representative - Tier 3

ITpipes
Albuquerque, NM
  • Posted: over a month ago
  • $15 to $20 Hourly
  • Full-Time
  • Benefits: 401k,
Job Description

Technical Support position available at ABQ based firm. We're looking for an medium to high level technical support person to work 8-5 or 6-3 varying months, taking client incoming phone calls, working on client support incidents and client project implementations via remote and phone support.

The first 3 months of this position will be as a Tier 1 Tech Support, answering phones and learning the application. The second two months will be as a Tier 2 Tech Support, learning the application integration to other systems and performing basic client implementations. hopefully the ideal candidate will then move into a tier 3 Tech Support role, but this will require proof of understanding.

The position will start as Tier 1 between $16-18 per hour, hopefully move to Tier 2 in 3 months between $18-20 and then Tier 3.

Tier 1 Job entails:

  • Technical phone support 6-8 hours a day with call logging via ticketing system
  • Online software deployment and training
  • Software testing, bug tracking, and research
  • Building and testing computer systems
  • Some general admin items and other duties as assigned which may include:
  • Comprehensive task and activity reporting
  • In-house project implementation
  • General office communication/teamwork
  • Licensing Inquiries
  • File issues (Corrupted, misplaced, etc.)
  • Outgoing client calls for client maintenance and support.
  • Client repairs, stock build PCs (as needed)
  • Administration and/or Data entry projects upon request

Tier 2 Job entails:

  • All Tech - Tier 1 Support Role Activities
  • Chats from clients
  • Project Tasks/Activities
  • ITpipes software proofing.
  • Build and test hardware as necessary.
  • Setting up ITpipes Web sites
  • Data migration, integration, conversion and related activities.
  • Maintain ITpipes documentation.
  • Observing Tier III, PMs, continuing learning
  • Client online training- provide assistance

Tier 3 Job entails:

  • All Tier 1 and 2 tasks
  • Client Online Training
  • Demos, Help Center Maintenance
  • Data migration, integration, conversion and related activities; assignments from Lead and PMs.
  • Product
  • R&D for Dev staff

Required Experience:

  • Self-starter, motivated individual that can work within a team
  • Ability to Multitask
  • Windows OS and software application installs and troubleshooting skills, Computer hardware building and troubleshooting
  • Spanish speaking a bonus
  • Attendance 8-5, 7-4, or 6-3 daily, reliable transportation

Applications to be used:

  • Zoho CRM for contact and account management
  • Zoho Desk for ticket tracking
  • Google Apps and Email for administrative efforts and document creation
  • Flexera Licensing App
  • Slack for internal company messaging

Environment: Great business-casual environment for someone that is extremely reliable and has a very strong work ethic.

    Company Description
    ITpipes provides software for pipeline inspection agencies, helping client perform inspections, organize inspection data, and do reporting and analysis on inspections.

    ITpipes

    Why Work Here?
    Awesome company spirit and amazing team to work with and room for growth!

    ITpipes provides software for pipeline inspection agencies, helping client perform inspections, organize inspection data, and do reporting and analysis on inspections.

    Address

    Albuquerque, NM
    USA

    Industry

    Technology

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