Technical Support Representative - Remote Eligible

Tier 1 Technical Support Representative

As a Tier 1 Technical Support Representative, you will be the first point of contact for customers seeking technical assistance. The role involves addressing basic technical issues, providing troubleshooting guidance.

The Technical Support Specialist is responsible for day-to-day technical tasks via the East West IT Ticketing system, relating to supporting, installing, maintaining, troubleshooting, and documenting PC hardware, operating systems, software applications, printers, peripherals, and phones for the entire organization. This position can be an entry level but would prefer a minimum of 2 years desktop support experience. This position may also include low-level network, systems, and application administration functions. The position will be remotely based supporting our locations across the U.S. This position will work closely with other team members, end users, and hospitality guests to provide technical support, problem resolution, and training in person, via telephone, or at remote locations. Due to this, the Technical Support Specialist will need to be proficient and comfortable working in a "hands-on", guest-facing capacity in a help desk environment where customer service, thoroughness, and excellent communication skills are essential to success. Duties are performed at the direction of and under the supervision of the IT Help Desk Manager and occasionally senior staff members. Some afterhours/weekend support can be expected. Perform other duties as assigned.

Proactive approach, empathetic individuals, problem-solving skills, organizational skills, multitasking.

Basic computer skills, excellent verbal and/or written communication skills, basic knowledge of industry-specific software/tools, familiarity with company-specific software/tools, ability to convey technical information clearly.

High school diploma or equivalent; additional education in a technical field is a plus.

Certifications in relevant technologies or products are a plus.

1+ year of experience in a technical support or service role.

Experience working with CRM, any ticket system is preferred. Basic troubleshooting skills.