Technical Support Specialist Tier 1-Columbus - Kloud9 IT, Inc.

Technical Support Specialist Tier 1 Job Brief:

We are an IT company with a headquarters in Cleveland, Ohio. We have been in business for nearly three decades. We are looking for a competent Technical Support Specialist Tier 1 to provide fast and useful technical assistance on computer systems. The ideal candidate must be customer-oriented and patient to deal with difficult customers.

Technical Support Specialist Tier 1 Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite. 
• Perform remote troubleshooting through diagnostic techniques and pertinent questions. 
• Determine the best solution based on the issue and details provided by customers. 
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel. 
• Provide accurate information on IT products or services. 
• Record events and problems and their resolution in logs. 
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team. 
• Identify and suggest possible improvements on procedures.

Technical Support Specialist Tier 1 Requirements:

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Experience with O365 troubleshooting
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues. 
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• BS/BA in IT, Computer Science or relevant field is an asset, not a requirement