Blackpoint Cyber · 1 day ago

Tier 1 Technical Support Engineer

Remote - United States

Full-time

Remote

Entry Level

$59K/yr - $80K/yr

2+ years exp

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ComputerCyber Security

Comp. & Benefits

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Responsibilities

Monitor and respond to incoming support tickets.

Provide first-line assistance to customers via phone, email, or chat, ensuring timely and accurate resolution of inquiries.

Troubleshoot common technical issues, including basic software configurations, account setup, and connectivity issues.

Escalate complex or unresolved issues to Tier 2 or Tier 3 engineers with detailed notes and troubleshooting steps taken.

Ensure excellent customer service by following up on open tickets, ensuring resolution, and maintaining clear communication with customers.

Document resolutions and contribute to the team knowledge base to improve efficiency and support consistency.

Maintain a strong understanding of company products, services, and standard operating procedures.

Participate in training sessions to enhance technical knowledge and customer service skills.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Support ExperienceZendeskWindowsLinuxMacOSNetworking BasicsSoftware InstallationsEnthusiasm for LearningTeam-oriented MindsetCustomer-focused Attitude