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:
  1. Password resets
  2. Printer issues
  3. Basic Windows support
  4. Phone system programming
  5. Network troubleshooting
  6. App assistance
  7. Installing and removing software
  8. Diagnosing Hardware and Software troubles
  9. 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.