[Hiring] Technical Support Level 1 @MARKETTIME, LLC

Role Description

The Level 1 Technical Support Technician serves as a front-line resource for assisting customers with product-related questions, technical issues, and system troubleshooting. This role is responsible for delivering high-quality support experiences through timely and accurate resolution of issues, while escalating more complex cases to Level 2 when appropriate. Level 1 Technicians primarily handle general support, user guidance, and initial troubleshooting steps.

• Respond to customer inquiries via phone and email with professionalism, technical accuracy, and empathy, ensuring a high level of customer satisfaction through timely and effective resolution.
• Diagnose and resolve technical issues, provide product guidance, and escalate more complex problems as needed.
• Accurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps when applicable, ensuring all relevant details are captured during escalations.
• Escalate issues that require action outside the scope of Technical Support, ensuring timely handoff and resolution.
• Adhere to all departmental Standard Operating Procedures (SOPs), including those related to troubleshooting, escalation, scheduling, and attendance.

Qualifications

• High School Diploma.
• Minimum of 1 year of customer service or technical support experience required.
• Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferred.
• Background in SaaS, software support, or a technical customer-facing environment is preferred.

Company Description