ONSITE: Tier 1 Support Personnel

Tier 1 Support Personnel Responsibilities

1. Consults with customers to establish needs and offer the most appropriate solutions providing the most gracious and highly professional service with patience, empathy, and the finest care.
2. Respond to customer calls, electronic communications, and/or other telephone line reports related to Nowcom/DealerCenter products and services. Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.
3. Provide technical support to diagnose and resolve technical hardware and software issues. Formulate trouble reports/tickets and/or provide solutions for customer repair problems. Interface directly with customers on providing status and ensuring service has been restored.
4. Coordinate with various departments to restore or repair customer service.

1. Ticket creation. Users will no longer need to log a ticket. Can call or email to get ticket created for them.
2. Dedicated tech hotline.
3. Password resets.
4. Outlook setup and basic Outlook troubleshooting client-side.
5. All individual software installs.
6. Revamp current documentation to be ready for Tier 1 training.
7. Right fax troubleshooting client-side.
8. Equipment request. Tier 1 to get approval and then escalated to Tier 2.
9. Approval tree chart to be created for Tier 1 reference.
10. Folder/file permissions. Get approval and then escalate to Tier 2.
11. Initial computer diagnostics for slowness, crashes, and PC errors.
12. Research for diagnostics software solution.
13. Initial validation of Network/Applications/Servers.
14. Familiarization with servers and network base technology (MS Windows, Linux, Network concepts).
15. Maintain ownership of a case and follow-up with the next level support engineers and customers.
16. Monitoring of critical assets.
17. Familiar with MS Office applications.
18. Strong written and verbal communication skills.

• Remote interview process

• Full-Time Positions
• Competitive Salary Offer (varies on the skillset and tenure in the industry)
• Non-Taxable Allowance
• HMO Worth 200k w/ Free Dependents, Insurance and Retirement
• 20 Paid Time Off
• 2K Each Medicine Reimbursement for employees and dependents
• 5k Yearly Prescription Glasses Availment
• 13th Month Pay
• Yearly Appraisal (Depending on overall performance)
• Stability
• Steep Learning Curve
• Career Growth
• Friendly and harmonious working environment
• Team lunches, Free movie and Nightouts to promote camaraderie in the team
• Extravagant Year-End Party with sumptuous dinner and a lot of raffle items
• Gift Certificates for Christmas
• Summer Outing for you and your family
• Monthly Sports Activity, be it basketball, volleyball, or badminton