Flex Support Tech

DescriptionTechOnPurpose (“TOP”) is seeking an experienced Flex Support Technician I (“FSTI”) to assist with daily work-from-home customer technical support and on-site implementation and support services as directed and assigned.Reporting to the Director of Support & Service Delivery the FST1 will work daily with peers to triage new tickets and provide direct (remote or on-site) support for tickets assigned. Additionally, the qualified candidate should be experienced and self-sufficient with physical layer issues (cabling, cable termination, power…) as well as basic network, computing hardware and applications to perform basic troubleshooting duties, escalating where appropriate - always open to learning and advancing skills to deliver world-class customer service.Primary Responsibilities Establish and maintain the front-line “tone of TOP” in customer satisfaction, consistently serving with genuine care for our customers and a growing aptitude of technology, aptitude and unparalleled quality.Provide timely, friendly first contact support services for client requests via phone, email or other designated support channels.Make and take calls to/from customers to assist with documented customer needsWork to identify customer issues, perform root cause analysis, research problems and potential resolutions where none is known or clear.Proactively obtain additional customer/issue information where needed.Where applicable, interact with third-party customer partners and vendors to facilitate request/issue resolution.Clearly, concisely, and meticulously document customerinteractions, questions, issues and resolutions.Author & publish internal and customer portal knowledge base articles to enable better & faster “customer self-service” & internal issue resolution.Thoroughly track all time activities associated with customer interactions and service tasks.Ensure all customer support requests are acknowledged, reviewed, prioritized, and resolved or assigned to designated escalation resources where applicable.Proactively monitor and respond to assigned tickets, always logging time and taking comprehensive notes from any q&a activity, troubleshooting steps, reference data and resources and resolutions.Troubleshoot hardware, software, network and cabling issues.Setup and configure hardware and software components.Utilize company Remote Monitoring & Management (“RMM”) tools to remotely monitor, support and troubleshoot computing endpoints.Fix or replace damaged hardware.Install/Re-install software manually or through automated RMM tools.Timely and professional answering of calls, emails and IM’s from staff and clients in accordance with established standard operating procedures.Travel to on-site customer locations to provide onsite implementation or support services as directed.Install, troubleshoot data and telecom equipment and cables as directed.Provide other technical support and assistance for staff, customers and partners as directed.Qualifications & SkillsAssociate's degree (or equivalent experience) in Information Technology.3+ years of strong experience in IT, cabling and customer service.CompTIA certification preferred.High effectiveness in collaborating with cross-functional teams.Exceptional customer service skill.Above average technical aptitude and proven ability to learn rapidly.A passion for helping people solve problems and a proven ability to understand technology concepts.Highly organized self-starter that runs towards opportunities.Ability to solve multiple, complex issues and work on multiple issues simultaneously.Benefits 401k MatchingHealth InsuranceMedicalDental VisionLong-Term Disability InsuranceShort-Term Disability Insurance Unlimited Paid Time Off (PTO)Remote Work Opportunities