TelWare is looking for tech-minded individuals for front-line support. This role will provide support services to clients with information technology-related issues including desktops, mobile devices, network services, and telephony equipment. Successful technicians deliver first-class customer service by answering customer calls and actively listening to their issues, building customer relations, troubleshooting and solving a variety of customer issues, and generating excitement for new solutions and products.

Duties/Responsibilities:

• Receive, manage, and assist with online and phone initiated technical issues and inquiries
• Research, respond to, and accurately resolve cases of moderate complexity, in a timely manner and in accordance with team standards
• Evaluate, prioritize, and track support tickets – Escalate incidents to the appropriate team member when unable to resolve issues while monitoring full life cycle of ticket to ensure it is resolved
• Address issues coming in thru support line or ticket process such as:
• Password resets
• Printer issues
• Basic Windows support
• Phone system programming
• Network troubleshooting
• App assistance
• Installing and removing software
• Diagnosing Hardware and Software troubles
• VPN troubleshooting / assistance
• General admin such as managing clients in service/CRM software, maintaining logs and time for support tickets, and documenting hardware, networks, and equipment
• Work with proper teams to communicate ongoing problems and issue resolutions
• Performs other duties as assigned

Required Skills/Abilities: 

• Strong analytical and problem-solving skills.
• Ability to master new skills quickly and efficiently.
• Desire to learn and retain new information.
• Ability to communicate effectively (both verbally and in writing).
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area.

Education and Experience:

• General IT/Computer knowledge.
• Entry Level Networking experience a plus.
• Salesforce (or CRM) working knowledge a plus.
• BS/BA degree in Business, Accounting, Computer Science or related a plus.
• Customer Service experience a plus.
• This position requires a passing score on the SSCA® Certification test (course and associated tests will be supplied by TelWare and can be reviewed at the following web link https://www.thesipschool.com/courses/view)

Physical Requirements: 

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• May be required to work on-call or long hours in case of network malfunction.