Tier 1 Support & Customer Service

Our client provides an award-winning safety technology platform designed specifically for the hospitality industry. Their solution helps hotels meet local legal and union safety requirements—such as employee safety buttons—while enhancing operational efficiency and productivity. The platform not only protects hotel staff but also supports broader social impact initiatives, including efforts to combat human trafficking. The company is deeply committed to driving meaningful change across the industry.

Position Summary:

You will be responsible for working between the operational and development sides of the application platforms. As a member working in a team environment, you will report to our CTO and work with existing customer engagement and technical teams to support the daily business operations.

Position Duties and Responsibilities:

• Customer Service: Provide exceptional customer service and support to end-users and clients through various channels, including phone, email, and remote desktop support.
• On-Call Tech Support: Provide after-hours on-call support and response for any high-priority issues and/or emergency alerts.
• Technical Assistance: Diagnose and resolve technical issues, escalating complex problems to Tier 2 support as necessary.
• Problem Solving: Analyze, troubleshoot, and resolve IT-related issues, maintaining accurate records of support requests and resolutions.
• Basic IT Support: Provide support for hardware and software, including operating systems, productivity applications, and common workplace technology.
• User Training: Assist end-users in navigating and effectively using technology, offering guidance and troubleshooting as needed.
• Documentation: Create and maintain documentation for common technical issues and solutions, ensuring a knowledge base for future reference.
• Attention to Detail: Pay close attention to details to ensure thorough issue resolution and accurate record-keeping.
• Adaptability: Stay current with industry trends and emerging technologies to effectively support the organization’s evolving application and IT needs.
• Team Collaboration: Collaborate with other IT team members to address issues that may require cross-functional support.

Education & Experience:

• High school diploma or equivalent required;
• Associates degree or technical certifications in IT related fields is a plus
• Minimum of 2 years of experience in a technical support role, preferably in a Tier 1 IT support capacity.
• Strong customer service skills and the ability to communicate technical concepts to nontechnical end-users.
• Basic knowledge of hardware, software, and networking technologies.
• Problem-solving skills and the ability to troubleshoot technical issues effectively.
• Proficiency with operating systems (e.g., Windows, macOS), Microsoft Office Suite, and other common workplace applications.
• Exceptional attention to detail and organizational skills.
• A demonstrated aptitude for technology and a passion for staying current with IT trends.
• Ability to multi-task and handle multiple support requests