Technical Support Representative - Tier 1

Overview

Under minimal supervision, the Technical Support Representative (Tier 1) provides front-line technical support to our customer base regarding a computer-based automotive repair shop management and accounting system (Manager SE). Support is delivered via telephone, email, remote computer access, and written communication, consistent with the objectives and standards set for the department. This position does not supervise any staff.

Responsibilities

• Customer Support: Respond via telephone, email, written, and remote computer communication regarding the installation, operation, and maintenance of our PC-based automotive repair and shop management system.
• Call Documentation: Document accurately and completely all product-related problems in an electronic call-tracking system in accordance with departmental guidelines.
• Knowledge Maintenance: Maintain a thorough and current knowledge of PC-based software, hardware, and industry trends.
• Professional Etiquette: Respond to customers politely, and maintain a professional, helpful attitude at all times.
• Other projects and assignments as needed, requested by Client Services Manager.

Qualifications

• Education: High School diploma or equivalent.
• Software Proficiency: Previous experience supporting a PC-based business management system is preferred.
• Phone Support Experience: Minimum of one year of phone support experience for PC software and hardware preferred.
• Hardware & OS Experience: Minimum of one year of hands-on experience working with PC hardware and Microsoft operating systems.
• OS Troubleshooting: Minimum of two years of experience troubleshooting Microsoft Windows and windows-based software applications.
• Networking: Working knowledge of Microsoft network systems.
• Accounting Knowledge: Knowledge of basic business accounting principles is highly desirable.
• Communication: Effective written and oral communication is required.