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Level 1 Technical Support Engineer

Job Description

The Level 1 Technical Support Engineer (TSE1) provides basic technical support in a professional manner. They resolve customer issues and close tickets efficiently. The TSE 1 supports small, medium and large (Fortune 500) customers during both pre-and post-sales periods. They are responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated up front. The TSE 1 is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.

• Answer Level 1 inbound calls, web-cases, and web chats and assess customer’s technical support needs and handle/route accordingly, using documented procedures and available tools
• Escalate issues appropriately
• Log customer calls appropriately
• Remain knowledgeable of client performance requirements, product line and service offerings
• Maintain awareness of and comply with all client support policies
• Achieve specified performance goals
 

Skills & Responsibilities

  •  High school diploma or equivalent
  • At least 2 years in a role with customer-facing support responsibilities
  • Ability to type 30 WPM
  • Exceptional listening skills
  • Excellent oral and written communication skills
  • Ability to communicate clearly and succinctly
  • Ability to compose grammatically correct, concise and accurate notes
  • Technical writing skills
  • Able to connect to the host computer using Windows 95, 98, NT, 2000, ME and XP workstation as clients
  • Diagnose, troubleshoot and/or upgrade workstations and servers
  • Enhanced ability to interpret customer’s description of problem, troubleshoot and provide solutions, summarize and document interaction
  • Professional customer service skills
  • PC OS & NOS knowledge
  • Comfortable with shell scripting in PERL or other scripting languages
  • Understanding of switches, routers, firewalls and subnetting
  • Basic knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
  • Some experience with LDAP servers or web servers
  • Basic technical proficiency with email and the email infrastructure or web security technologies

Apply online: https://rn21.ultipro.com/SYN1005/jobboard/NewCandidateExt.aspx?__JobID=3543

What we Offer:
• A rapidly growing company with significant career growth opportunities
• A culture committed to teamwork and continuous improvement
• An attractive compensation package including medical, dental; PTO, paid holidays.

THE COMPANY:
Concentrix Corporation is the global business process outsourcing division of SYNNEX Corporation with award-winning expertise in providing our clients with platforms and services to support the customer lifecycle. From locations in the Philippines, China, Costa Rica, Nicaragua, the United States, United Kingdom, Hungary, India and Japan, our more than 8,000 employees support millions of transactions in multiple languages and countries worldwide. Concentrix Corporation is a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), a Fortune 500 corporation.  Come experience the Concentrix difference!

Concentrix - A SYNNEX Corporation Company is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy.

Salary Details

Location Details

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Concentrix View Company Profile

Level 1 Technical Support Engineer

Employment Type: Full-Time

Salary: $15.00 - $15.50 /per Per Hour

Skill Level: Associate

Category: Customer Service