This position reports to the Operations Technical Manager and takes workflow instruction from the Operations Management Team. This position will follow documented processes and procedures to ensure quality controls and quality assurances are in place for all aspects of the Technical Support Representative role. The Technical Support Representative will be the first point of contact on service issues and/or requests for the company’s products.

Job Responsibilities:
• Troubleshoot and provide first-level technical support to the company’s customers
• Handle incoming customer calls/emails, while remaining positive and focused, to respond accordingly to the reported issue/request
• Ability to communicate and explain technical information to a non-technical person, to work towards resolving issues/requests
• Create and update incidents, with attention to detail, to document requests/issues on the company’s ticketing system
• Communicate and engage with the company’s support teams as necessary
• Update and reassign incidents to the appropriate internal support teams or external business partners
• Monitor and read all emails to respond and assist accordingly. Includes personal and shared team mailboxes
• Communicate issues/resolutions effectively to internal sales teams, internal support teams, external customers, and external business partners
• Monitor and remain informed of existing and escalated incidents to respond with urgency to resolve customer issues as soon as possible
• Establish a positive, creative, and professional working environment with the company’s product office team
• Offers suggestions for improved processes and working conditions
• Other duties as assigned

Skills/Knowledge:
• Must have excellent communication, customer service, and multi-tasking skills
• Must maintain a high level of professionalism and sense of urgency
• Proven advanced technical experience working with ticketing systems, Outlook, Word, Excel, and MS Teams
• Spanish is a plus

Workdays/hours:
Temp to Hire – Convert in January (after 520 hours) and pay increase into the $20.00 range
• Monday – Friday: 7:00am – 8:00pm
• Saturday: 7:00am – 6:00pm (Rotating)
• Sunday: 7:00am – 6:00pm (Rotating On-call)
• Can become hybrid after displaying competency and self-sufficiency (normally after conversion)