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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing Tier 1 technical support, effectively troubleshooting hardware and network issues while maintaining high-quality assurance ratings. Bilingual in English and Spanish, with strong communication skills to assist diverse customer needs.
Highest-signal resume keywords
Tier 1 Technical SupportBilingual: English And SpanishTroubleshooting Hardware IssuesQuality Assurance ManagementTime Management And Prioritization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingComputer Systems KnowledgeNetwork Functionality DiagnosisPeripheral Problem ResolutionTicketing System Management
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationProblem-SolvingCollaboration
Certifications & Qualifications
High School Diploma Or Equivalent
Industry Keywords
Customer SupportTechnical SupportQuality AssuranceContact Center
About the role
Key responsibilities & impact- Provide essential Tier 1 support to customers in a professional and customary manner.
- Answer inbound tech support calls and make outbound calls to customers as needed.
- Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
- Keep detailed notes of all work performed on customers’ peripherals.
- Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
- Maintain 90% QA (quality assurance) ratings.
- Work on other ongoing and short-term projects as outlined by management.
- Collaborate with the Contact Center team to provide technical support to partners’ customers.
- Work four 10-hour days, typically including one weekend day.
Requirements
What you’ll need- High school diploma or equivalent.
- Fluency in English and Spanish required.
- Excellent communication, both verbal and written.
- Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
- Ability to manage time and effectively prioritize numerous projects at one time.
- Willingness to solve complicated problems and see projects through to completion.
- Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
- Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.
Benefits
Comp & perks- Competitive salary + performance-based bonuses.
- Comprehensive benefits package (medical, dental, vision, 401(k)).
- Generous PTO and travel support.
- Ongoing professional development and educational opportunities.