We are looking for highly skilled Tier 1 and Tier 2 Technical Support Representatives, and you might be the perfect fit! Whether you’re a tech whiz or a customer-focused problem-solver looking for the next step in your career, we want you to review the details below carefully and reply right here in Basecamp if you believe you’re qualified.

? Why Join This Team?

A competitive compensation package awaits those who qualify and pass! Plus, you’ll be part of a fast-growing tech initiative within Pac Biz, where your growth matters.

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JOB DESCRIPTION OF T1 AND T2 TECHNICAL SUPPORT REPRESENTATIVES (TSRs)

T1 Overview:

The Tier 1 Agent serves as the first point of contact for users experiencing issues with the Delta Media Group platform. Their primary purpose is to deliver timely and effective resolutions to technical and non-technical inquiries via multiple communication channels. By leveraging their problem-solving skills, foundational technical knowledge, and excellent customer service abilities, they ensure customer satisfaction and system reliability. They also support new client onboarding and training initiatives, contributing to a seamless user experience.

T2 Overview:

The Tier 2 Agent builds upon the Tier 1 responsibilities by serving as a technical escalation point and a proactive client partner. With an advanced understanding of the platform and an enhanced ability to manage relationships, their purpose is to resolve complex technical issues, maintain SLA compliance, and identify opportunities for upselling Delta Media Group products. Additionally, they mentor Tier 1 agents, lead strategic projects, and contribute to continuous improvement initiatives, ensuring both operational excellence and customer retention.

Key Responsibilities (same for T1 and T2):

-Identifies, investigates, and resolves users’ problems within our Delta Media Group Platform

-Fields support calls, chat, email, and/or other communication from users with inquiries regarding website issues, software programming, connectivity, and similar concerns.

-Consults with users to determine steps and procedures taken to identify and resolve the problem.

-Applies knowledge of computer software, hardware, and procedures to solve problems.

-Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

-Collaborates with other staff to research and resolve problems.

-Collaborates with programmers to explain errors and/or recommend modifications in programs.

-Maintains knowledge of technology innovations and trends.

-Performs other related duties as assigned.

-Training Customers and creating training guides and videos

-Managing the On-Boarding of new clients

-Plan and Prioritize Daily Tasks

Tier II (added responsibilities):

-Client Relationship calls

-Upsell existing clients on Delta products

-Miscellaneous projects for Technical Support Team

-Phone calls and Live Chats

-SLA Focus

-Handle inbound Phone Calls to Technical Support Line

-Assisting TSR1 with questions and guidance if needed

-Researching and documenting complicated technical issue

-Reviewing tickets that are escalated from Tier I to Tier II bucket

Expected Skills:

-Excellent verbal and written communication skills.

-Excellent interpersonal and customer service skills.

-Professional and pleasant telephone manner.

-Ability to explain technical issues to technical and nontechnical employees and customers.

-Understanding and proficiency with AI

-Strong analytical and problem-solving skills.

-Some understanding of HTML, CSS, JavaScript, PHP, MySQL

-Proficient with or the ability to quickly learn an array of computer hardware and software/web-based platforms.

-Able to pass a written exam focused on Technical Computer Knowledge (General)

-Able to plan and prioritize daily/weekly tasks.

-Strongly Motivated to Succeed in an ever-changing environment.

-Passionate about problem solving.

Experience:

Associate or Bachelor’s Degree in Computer Science/Programming (or relevant experience)

2-3 Years Customer Service Experience (preferred)

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? Interested? Think you’ve got what it takes? Send your resume to [email protected]

Please refer to job description.