Level 1 Tech Support

We are looking for a disciplined, highly motivated Tech Support Level 1. This role will be to support field technicians with the completion of the scope of work, break/fix diagnostics, and any specific on-site customer requirements to ensure all work is completed correctly.

Work Schedule:
- Overnight shift in Central Time means Day shift in the Philippines.

COMPENSATION PACKAGE
- $ 1,100/monthly
- 13th Month Pay
- $500 One-Time Tech Allowance

RESPONSIBILITIES
- Work in a team environment to manage and complete all nightly department tickets.
- Manage queue calls from our field technicians to provide technical support and ticket management.
- Manage a team-shared email box ensuring quick and accurate response times.
- Manage conference calls with our customers and technicians using various software.
- Detailed documentation of each ticket touch from customers, technicians, and internally.
- Identify and escalate situations requiring urgent attention following CPT procedures.
- Stay current with company systems, information, changes, and updates.
- Enhance CPT’s brand by identifying new and innovative ways to support CPT customers.
- Explore new opportunities for approaching work responsibilities.
- All other duties as requested, delegated, or assigned.

QUALIFICATIONS
- Knowledge in POS, PCs, audio, structured cabling, telecom, and data services.
- Problem analysis and problem-solving skills with the ability to review the provided information and provide support or guidance to our technicians over the phone.
- Self-motivated and self-directed with the ability to make decisions based on the situation.
- Adaptability and the ability to handle stressful situations.
- Familiarity with call center environments and queue management.
- Email management and response times.
- Familiarity with ticket management platforms.
- Excellent typing skills and speed.
- Excellent verbal and written communication skills.
- Excellent customer service skills, and professionalism.
- Excellent attention to detail and time management skills.
- Proficient in Microsoft Teams, Outlook, Excel, and Edge.
- Proficient in Firefox and Google Chrome.

Education/Experience:
- An associate's or bachelor’s degree in a related field is preferred.
- 2 years in a call center or related position.
- 2 years of technical support experience and/or field experience preferred.
- A+ computer certification preferred.


Do NOT apply by replying to this post, rather please complete our applicant intake form:

https://airtable.com/appVtds09AqiVIG3y/shrKBhM5p64cqqTPT?prefill_Position=Level 1 Tech Support