Job Snapshot
Employee Type : Long Term Contract Experience :1-3 Years Location :North Austin
Job Reference # : 30-102372-WH Salary :$15/hr Company Industry :Technical Services
Job Title : Tier 1 Tech Support
Job Reference # : 30-102372-WH
Position Summary for Tier 1 Tech Support
Burnett is partnering with a North Austin corporate technology services company to staff top talent for their Tier 1 Tech Support roles. This is an impressive global company that operates both in the public and private sectors.

The key objective of the Tier 1 Tech Support Agent is to respond to customer contacts (received by phone, email or incident management tool web interface) in a courteous, professional manner and to either resolve the incident or refer the client’s incident/request to the appropriate team in a timely manner.
Responsibilities for Tier 1 Tech Support
•	Receive and respond to client incoming telephone calls utilizing standard customer service skills. 
•	Monitor and respond to client incoming emails using standard email etiquette and/or predefined standard email responses. 
•	Undertake initial diagnostics of incident or received service request, use available tools (knowledge management, remote control & incident management applications) and resolve as many contacts as possible on first contact. 
•	Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details. Attach emails, attachments or any other communication provided by the client. 
•	Follow all Service Desk processes and work instructions regarding the handling of all customers and incidents. 
•	Proactively flag incidents where no knowledge solution is found. 
•	Meet or exceed the level of service defined for each client when responding to all incoming incidents. 
•	Escalate to other resolving teams in a timely manor when not able to resolve at the desk.
Qualifications for Tier 1 Tech Support
•	Excellent verbal and written communication skills. 
•	Professional telephone etiquette. 
•	Basic experience in Windows NT/2000/XP, MS Office, MS based applications. 
•	Basic IT technical support experience. 
•	Flexible, well-motivated team player, ability to work under pressure. 
•	Willingness/ability to work shift work 
•	Ability to speak other languages (emphasis on Spanish) regarded as a plus.
Compensation & Benefits for Tier 1 Tech Support
Various days/shifts available. Pay is $15/hr to start.

As a Burnett/Choice temporary or contract employee, you can benefit from Weekly Pay, Direct Pay Deposit, Global Card Paycard, Medical Indemnity Plan, Free Online Training, and Credit Union Membership (Houston, El Paso, Dallas, San Antonio). Plus, the ability to earn Service Bonuses, Holiday Pay, Referral Bonuses, and company ownership in our Employee Stock Option Plan.
Position Type for Tier 1 Tech Support
Long Term Contract
If you have questions concerning this position, please contact Wendy Henderson.
 
Thank you for choosing Burnett Specialists.    Equal Opportunity Employer M/F/D/V
Meet Your Recruiter
Wendy Henderson
Austin Operations Manager
 
Company Name : Burnett Specialists