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.

As a Junior Support Technician on the First Responders Team, you will own and solve incoming customer support cases covering the entire TelWare product portfolio.

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 the First Responders Team standards.
• Evaluate, prioritize, and track support tickets. Escalate incidents to the appropriate team member when unable to resolve issues while monitoring the full life-cycle of each ticket to ensure it is resolved.
• Examples of First Responders Team issues include:
  • 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 and assistance
• General admin such as managing clients in service/CRM software, maintaining logs and time for support tickets, and documenting hardware, networks, and equipment.
• Communicate ongoing problems and issue resolutions to management and Engineering.
• Perform 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 (28213).

Education and Experience:

• General IT/Computer knowledge. (Can you build a computer? Do your grandparents call you for help with their iPhones?)
• 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.