Technical Support Agent, Tier 1

The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.)  The position is part case and expectation management and part investigating and troubleshooting issues that range from simple to very complex.

The software application is custom although it rides atop a SQL database.  The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line.  The agent is responsible for the case management in our CRM system as appropriate.  This individual must be detail oriented and possess a strong technical interest.