Sample Job Description for Technical Customer Support Representative - Tier 1
Job Description Management
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Technical Customer Support Representative - Tier 1 Job Overview
Technical Customer Support Representative - Tier 1 Job Description Sample
Provides basic technical support and assistance to customers via e-mail, phone, or chat.
JOB LEVEL
A01
EDUCATION/DEGREE
High School Diploma or Technical Certificate
REPORTS TO
Supervisor
Salary Range
BASE 50%
$39,700
TOTAL 50%
$40,320
Job Responsibilities for Technical Customer Support Representative - Tier 1
Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of the organization's products and services. Escalates more complex inquiries to a higher level support team.
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| 3 | Entry Sales Assistant | The Entry Sales Assistant provides customer service regarding products and services. Creates reports for the sales force regarding market conditions, sales results, and team earnings. Being an Entry Sales Assistant may require an associate's degree or its equivalent. Performs administrative duties for the sales team. In addition, Entry Sales Assistant typically reports to a supervisor or manager. Being an Entry Sales Assistant may require 0-1 year of general work experience. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. |
| 4 | Tech Training Instructor I | The Tech Training Instructor I determines training objectives. Creates and conducts technical training programs. Being a Tech Training Instructor I lectures on the safety, installation, programming, maintenance, and repair of software, machinery, and equipment. Writes training programs, including outline, text, handouts, and tests, and designs laboratory exercises. In addition, Tech Training Instructor I administers written and practical exams and writes performance reports to evaluate trainees' performance. Requires a bachelor's degree. Typically reports to a manager. Being a Tech Training Instructor I work is closely managed. Works on projects/matters of limited complexity in a support role. Working as a Tech Training Instructor I typically requires 0-2 years of related experience. |
| 5 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
Technical Customer Support Representative - Tier 1 Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Self-Motivation | Level 2 |
| Attention to Detail | Level 2 |
| Effective Communication | Level 2 |
