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Technical Support Representative - Tier I (Remote U.S.)
Position Summary
Uniguest is seeking a dedicated and customer-centric individual to join our dynamic team of Technical Support Representatives. In this role, you will provide tailored, comprehensive, and user-friendly support primarily over the phone, operating in a 24x7x365 environment. Our mission is to assist customers promptly and efficiently, ensuring their satisfaction. The ideal candidate will thrive in a collaborative environment and possess a genuine passion for their work. This position is a remote work environment based in the United States.
This position offers the flexibility of remote work. This role is heavily focused on troubleshooting Windows PCs and resolving networking issues along with Uniguest’s proprietary software. The successful candidate will excel in both independent work and team collaboration, ensuring seamless support delivery around the clock.
The schedule for this position will be Monday, Tuesday, Wednesday, Thursday and Sunday, 6 am - 2:30 PM Central Time.
Primary Responsibilities
- Provide excellent customer service in a busy call center environment.
- Answer incoming requests from customers and respond in a timely manner.
- Troubleshoot a variety of desktop computer issues including internet connectivity, printer functionality, and proprietary security software functionality.
- Install and configure proprietary software on remote customer computers.
- Thoroughly document and update cases in our ticketing system.
- Identify and escalate priority cases to higher Tier members or supervisor as appropriate.
- Perform other related duties as assigned.
Experience & Skills
- Hardware proficiency: Troubleshooting symptoms of hardware failure, printing functionality and common fail points.
- Excellent oral and written communication skills to communicate clearly across a wide variety of technical capabilities and understanding.
- Ability to work independently and perform several tasks simultaneously.
- Demonstrates interest in and adept at learning new products and technologies quickly.
- Tool proficiency: CRM (Salesforce experience preferred), ticket tracking, remote access, SharePoint, MS Office.
- Prior experience with Linux is a plus.
- Network proficiency: Routers, switches, IP addressing, wired and Wi-Fi connectivity, networked printers.
Required Qualifications
- High school diploma required; candidates pursuing Associates degree in an IT field, A+, Network+, and MCP certified are preferred.
- Proficiency in Windows OS, macOS, MS Office, Adobe Reader
What We Offer
- Competitive employee benefits package*
- Medical, Dental and Vision Insurance Plan options.
- Pet Insurance Plan.
- 401k Plan with Employer Match.
- Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave.
- Employee Assistance Program (EAP).
- Employee Referral Bonus Program.
- Career development and potential for advancement opportunities.
- Performance bonuses.
- Employee Recognition Rewards Program.
- Benefits package will depend on your position, location and other eligibility requirements.
About Uniguest
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more – all designed to deliver a consistent and safe experience to our clients’ customers.
Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.
Monday, Tuesday, Wednesday, Thursday and Sunday
6 am - 2:30 PM Central Time
