The Position : Level 1 Technical Support Expert (Non-Voice - Chat/Email)

Job Summary :

- We are looking for candidates experienced in providing excellent customer service to customers in a technical support environment process.

- This individual will provide the highest level of support including technical troubleshooting, account maintenance, customer education and triage/escalate issues to Level 2 and Customer Care team.

- The ideal candidate must be able to understand basic troubleshooting methodologies for a customer technology product with focus on customer service.

- They must have the ability to monitor, follow up and take complete ownership of customer cases.

Essential duties and responsibilities include :

- Respond to customer queries in a timely and accurate way, via phone chat or email

- Troubleshoot customer issues that are technical in nature; including hardware, software, networking, or other designated client products

- Utilize available tools and resources to accurately identify and address customer issues

- Ensure service delivered to our customers meets contractual Key Performance Indicators (KPIs )

- Manage case closure with follow up to customers to ensure their inquiries and technical issues are resolved

- Detailed Case/Ticket documentation of the interaction with customers

- Follow appropriate escalation guideline and defined process to meet established goals

- Maintains through technical knowledge via laboratory activities and classroom training .

Education and Experience :

- Bachelor's degree or proven related experience in a customer support role

- Prior experience providing written support in a call center environment is highly desirable

- Consistence attendance work history

- Stability in work history with desired employment displaying tenure

Required Skills :

- Professional written and strong verbal communication skills

- Typing skills must be at least 30wpm

- Must pass the skill assessment exam

- Exceptional understanding and composition of grammar structure in English language

- Proficient personal computer skills and knowledge of office software applications

- Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures

- Excellent eye for details and committed to managing cases through resolution

- Comfortable multi-tasking for extended periods of time

- Familiarity with CRM system is preferred

- Experience with Salesforce is a plus

- Must be positive, people-oriented and energetic

- Strong initiative/self-motivated overachiever with a strong desire to meet and/or exceed goals

- Familiarity with IP cameras or internet connectivity is a plus.

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