The Help Desk Tier 1 Specialist identifies, researches and resolves routine technical problems of low complexity. Provides support to end users for basic computer, application, system, device, access and hardware issues. Being a Help Desk Tier 1 Specialist documents, tracks, and monitors the problem using applicable systems and tools. Responds to telephone, email and on line requests for technical support. In addition, Help Desk Tier 1 Specialist may coordinate with other teams or departments to resolve user problems. May perform password re-sets for users. May require an associate's degree or its equivalent. Typically reports to a supervisor. Being a Help Desk Tier 1 Specialist possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience.
The Technical Customer Support Representative - Tier 1 addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides basic technical support and assistance to customers via e-mail, phone, or chat. Being a Technical Customer Support Representative - Tier 1 documents support interactions, including details of inquiries, complaints, comments, and actions taken. Provides customers with preventive maintenance and configuration recommendations. In addition, Technical Customer Support Representative - Tier 1 possesses a basic understanding of the organization's products and services. Escalates more complex inquiries to a higher level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor. Being a Technical Customer Support Representative - Tier 1 works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience.
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