Technical Support Representative - Level I

Summary of Position:
Responsible for providing prompt and friendly technical support for all SkyWire hardware and software; escalation to Level II when no longer able to troubleshoot or investigate.
Essential Duties and Responsibilities:  
  • Troubleshoot and investigate customer issues to the fullest extent, follow up until resolution; assign case to designated escalation team member or alternate support team member when necessary 
  • Answer incoming calls to the support department at any available time, be logged into allnecessary support programs and be ready to accept phone calls at the beginning of shift ie. Help Desk, Screen Connect, etc; responsible for making sure the phone is being manned at alltimes including when leaving for breaks, meals, and end of shift 
  • Providing excellent customer service; maintain a friendly and empathetic tone and demeanor at all  times with customers, consistently work towards a complete understanding of client’s  environment 
  • On-site customer support when necessary 
  • In depth and thorough technical understanding of products; communicating with and updating customers on the status of existing issues 
  • Continuing development of product knowledge
  • Accurate documentation of support tickets in the help desk management software program; clearly state client’s issue, steps taken towards resolution, all calls and emails, final resolution description 
  • Escalating to and working with Level II support on the resolution of software issues and bugs as needed 
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Assisting customers with updating their annual support plans 
  • Assist with application programming and questions (ie. Menu/price changes, daily specials, etc.) 
  • Maintain a workable list of BOH & Web passwords for each client
Minimum Qualifications:  
  •  Excellent written and verbal communication skills
  •  Fluent in English
  •  High school diploma or GED equivalent
  •  Must reside in Las Vegas, NV
Minimum Competencies:  
  •        Robust technical knowledge of computer hardware/software.
  • Proficiency in troubleshooting Microsoft Operating Systems, SQL and Access databases, and
  • Excellent verbal and written communication skills with the ability to convey complex and/or detailed information to multiple individuals with differing knowledge levels.
  • Strong work ethic.
  • Highly organized and detailed oriented.
  • Strong analytical and troubleshooting skills under pressure + ability to provide exemplary customer service.
  • The ability to handle pressure during peak business seasons.
  • The ability to solve problems effectively and independently if necessary.
  • The ability to work with other teams to complete tasks and troubleshoot technical issues.
Preferred Qualifications:  
  • Associates or bachelor’s degree
  • Technical certifications
  • 1-2 year(s) work experience in technical support or technical role
  • Proficiency in troubleshooting POS
  •  Bilingual a plus
Working Conditions:  
  • Extended periods of time on the phone; ability to communicate with customers over various outlets.
  • Must be able to lift 60lbs