Employment Type:
Full Time
Location:
Winston Salem, NC / Hybrid
Who we are:
TrueLook, a pioneer in IP camera technology, has been serving the multi-trillion-dollar construction industry for over 25 years with our award-winning hardware and innovative SaaS cloud platform. Our growing set of construction security solutions empowers owners and project managers to improve efficiency, profits, and safety on the jobsite.
With over 100 million users served, TrueLook is profitable and growing rapidly, and now we’re looking for driven, intelligent self-starters to join our team. We offer competitive salaries, unlimited PTO and excellent benefits including 100% paid medical plans after one year of employment – and positive family-friendly culture with a real work/life balance. Passion, integrity, and innovation are what drive us. Are you ready to join our team?
About this Role:
A Tier 1 Technical Support Engineer is a professional responsible for providing first-level technical assistance and support to customers or end-users. Their primary role is to diagnose, troubleshoot, and resolve technical issues efficiently and effectively. They serve as the initial point of contact for customers seeking technical assistance and play a crucial role in maintaining customer satisfaction.
Key Responsibilities:
- Provide prompt and courteous responses to customer inquiries, primarily through phone, email, or text.
- Identify, diagnose, and resolve customer-reported technical issues using documented procedures and available resources.
- Gather relevant information from customers to effectively analyze and understand the nature of the problem.
- Escalate complex or unresolved issues to the appropriate internal teams, following established protocols and guidelines.
- Ensure accurate and detailed documentation of customer interactions, issues, and resolutions in the ticketing system.
- Offer guidance and educate customers on the proper use of software applications, systems, or products.
- Stay up to date with product knowledge, technological advancements, and industry trends to provide the most accurate and relevant support.
- Collaborate with cross-functional teams, including Tier 2 support, to resolve complex issues and provide feedback on recurring problems.
- Provide timely follow-up to customers regarding the status of their reported issues or inquiries.
- Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support resources to improve overall efficiency and self-service options.
Preferred Skills/Qualifications:
- Proven experience in a customer support or technical support role, preferably in a software or technology-related industry.
- Strong technical troubleshooting skills and the ability to analyze and resolve issues effectively.
- Excellent verbal and written communication skills with the ability to explain technical concepts in a clear and concise manner.
- Familiarity with common operating systems, software applications, and hardware components.
- Proficiency in using help desk or ticketing systems to manage and track customer inquiries.
- Patience, empathy, and a customer-focused mindset to deliver exceptional customer service.
- Ability to work independently and in a team-oriented environment.
- Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.