Job Description

Global Organization in Dallas, Texas area - Level 1 Technician provides first-line support handling inbound calls for troubleshooting and repair guidance. Schedule after training - 2nd shift - availability for weekends/holidays. This is a 24-7 Technical Support Center. THIS IS 100% ONSITE -

• Provide first-level support via inbound calls for products, ensuring effective troubleshooting and repair guidance.
• Efficiently create and manage service tickets, ensuring timely issue resolution and consistent updates within the ticketing system.
• Utilize analytical skills to diagnose technical issues, guiding onsite technicians through the resolution process and documenting all interactions in detail.
• Escalate unresolved incidents in accordance with SLAs, ensuring a seamless handover to the next level of support.
• Collaborate with team members and communicate effectively to maintain a cohesive working environment and ensure continuous improvement in service delivery.
• Employ remote support tools and a call tracking system to facilitate efficient problem resolution and ticket management.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong customer service orientation, with excellent communication and interpersonal skills.
• Proficiency in CRM and task management software, with a good understanding of technical support industry standards and practices.
• Mechanically inclined, with hands-on troubleshooting expertise and the ability to multi-task effectively across various systems.
• Detail-oriented approach, with a commitment to maintaining accurate customer records and ensuring consistency in service delivery.
• 1-3 years of experience in a technical help desk or service desk role.
• Prior experience with cash automation systems is preferred, adding valuable industry-specific knowledge.
• Familiarity with Epicor, Zingtree, and Talkdesk software is considered a plus, enhancing operational efficiency and service quality.

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