American Innovations · 2 days ago
Technical Support, Tier 1
United States
Full-time
Remote
Entry Level
2+ years expAmerican Innovations protects people and the environment by providing proven compliance solutions to oil and gas professionals. As a Technical Support Rep, you will be a key point of contact for customers, providing fast and accurate support while troubleshooting various technical issues.
Artificial Intelligence (AI)EnergyProperty & Casualty InsuranceInformation TechnologyOil and GasRisk Management
No H1B
Responsibilities
Provide outstanding chat & phone customer service to both internal and external customers
Create and update tickets with detailed notes to ensure data integrity and accuracy
Troubleshoot tablet OS Bluetooth- and firmware-related issues
Troubleshoot network connectivity issues
Configure Bluetooth peripheral hardware devices
Troubleshoot common login and MFA-related issues
Work on tablet devices via remote console tools
Leverage the existing knowledgebase to provide quick solutions to customer requests
Use effective technical triage skills and route customer issues to appropriate channels
Identify and report trends in incoming tickets to Tier 2, Team Lead, or Technical Support Manager
Identify gaps in documentation/knowledgebase articles
Report trends in knowledge gaps (self, customers, and team members) to ensure swift action is taken to close gaps
Provide feedback on the knowledgebase based on customer and individual feedback
Develop knowledgebase articles for internal and external customers
Develop and maintain an understanding of different teams within the organization and how they work cross-functionally
Work cross-functionally to triage, manage, and close customer support cases
Help identify and address process gaps in the work environment
Act as an advocate for growth and change in AI by participating in organizational projects/initiatives and offering suggestions/opinions
Offer feedback and suggestions on ways to improve the organization and business
Qualification
Required
2+ years Technical Support Experience
2+ years Customer Service Experience
Excellent Communication Skills – Written and Verbal
Team Player
Helpdesk software experience
Experience with using Remote Support tools such as TeamViewer, LogMeln, PulseWay
Experience with troubleshooting common Network connectivity issues
Familiar with Window and iOS Operating Systems and key OS functions
Preferred
Bi-Lingual (English & Spanish)
Oil/Gas/Electrical Industry Experience Key Initiatives
Delivering Industry Leading Technical Support
High level of ownership of Technical Support Issues
High level of communication with Customers and Team
High Level of Collaboration
Focus on Continuous Improvement and Self-Development
Benefits
Medical, Dental, and Vision insurance
Company provided Life and Disability
401(k) plan with an employer match up to 4% with immediate vesting
Financial education courses
Assistance to further your learning and development
Company
American Innovations
American Innovations (AI) has delivered proven compliance solutions to oil and gas pipeline professionals from the field to the office.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ed Kruft
President and CEO
Charlie Hampton
Retired
Recent News
Canada NewsWire
2025-09-10
2025-02-16
Company data provided by crunchbase