Tier 2 Tech Support Agent
TWG Calls TWG Calls Kaufman, TX Kaufman, TX Full-time Full-time $17 - $20 an hour $17 - $20 an hour 20 hours ago 20 hours ago 20 hours ago Job
Summary:
The Advanced Support Technician will provide technical support to customers and retailers who are having equipment issues that cannot be resolved by Tier I support agents.
Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position.
Duties/
Responsibilities:
Handling customer/retailer technical support cases through phone, email, and ticket submission.
Maintaining GotW3 equipment functionality by testing routers and its components.
Perform router troubleshooting and firmware upgrades.
Maintain client confidence by keeping their information confidential.
QA and flash routers for future use.
Support Tier I support when needed.
Work with supervisors and management team members to maximize client and customer satisfaction.
Required Skills/Abilities:
Excellent verbal and written skills.
Understanding of routers, and firewalls is required.
Troubleshooting, initiative, and professionalism are of utmost importance.
Understanding of basic network components & topology.
Ability to remain calm and courteous under pressure and navigate tense situations.
Proficient in the use of online and remote-connecting software o Demonstrated ability to function in a non-scripted helpdesk environment.
o This position requires the ability to examine, question, explore and troubleshoot a variety of issues with the use of a Knowledge Base without scripted support.
o Excellent time and task management skills.
Education and
Experience:
2 years customer service experience in a helpdesk environment.
1 year or more of basic technical support experience.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Job Type:
Full-time Pay:
$17.
00 - $20.
00 per hour Expected hours:
40 per week
Benefits:
Paid time off Experience level:
1 year Schedule:
8 hour shift Evening shift Weekdays Weekends only Ability to commute/relocate:
Kaufman, TX 75142:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
Are you available to work a Tuesday-Friday 1:
00pm-10:
00pm and Saturday 9:
00am-6:
00pm?
Experience:
Help desk:
1 year (Preferred) Windows:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Advanced Support Technician will provide technical support to customers and retailers who are having equipment issues that cannot be resolved by Tier I support agents.
Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position.
Duties/
Responsibilities:
Handling customer/retailer technical support cases through phone, email, and ticket submission.
Maintaining GotW3 equipment functionality by testing routers and its components.
Perform router troubleshooting and firmware upgrades.
Maintain client confidence by keeping their information confidential.
QA and flash routers for future use.
Support Tier I support when needed.
Work with supervisors and management team members to maximize client and customer satisfaction.
Required Skills/Abilities:
Excellent verbal and written skills.
Understanding of routers, and firewalls is required.
Troubleshooting, initiative, and professionalism are of utmost importance.
Understanding of basic network components & topology.
Ability to remain calm and courteous under pressure and navigate tense situations.
Proficient in the use of online and remote-connecting software o Demonstrated ability to function in a non-scripted helpdesk environment.
o This position requires the ability to examine, question, explore and troubleshoot a variety of issues with the use of a Knowledge Base without scripted support.
o Excellent time and task management skills.
Education and
Experience:
2 years customer service experience in a helpdesk environment.
1 year or more of basic technical support experience.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Job Type:
Full-time Pay:
$17.
00 - $20.
00 per hour Expected hours:
40 per week
Benefits:
Paid time off Experience level:
1 year Schedule:
8 hour shift Evening shift Weekdays Weekends only Ability to commute/relocate:
Kaufman, TX 75142:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
Are you available to work a Tuesday-Friday 1:
00pm-10:
00pm and Saturday 9:
00am-6:
00pm?
Experience:
Help desk:
1 year (Preferred) Windows:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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