[Remote] Technical Support Agent, L1
Note: The job is a remote job and is open to candidates in USA. Ravyx CA is seeking a Technical Support Agent, L1 who will serve as the first point of contact for customers, providing effective solutions to technical issues. The role involves troubleshooting POS system problems, managing support tickets, and ensuring customer satisfaction through strong communication and technical expertise.
Responsibilities
- Efficiently manage and prioritize incoming support tickets
- Troubleshoot and resolve technical issues related to company products and services
- Provide accurate and timely responses to customer inquiries
- Escalate complex issues to the appropriate internal teams when necessary
- Deliver immediate assistance for emergency situations
- Handle inbound customer calls and provide clear, concise explanations of technical concepts
- Foster strong customer relationships through effective communication and problem-solving
- Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions
- Follow up to ensure all customer issues are fully resolved and satisfaction is achieved
- Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions
- Stay informed about product updates, features, and best practices
- Participate in regular training sessions to maintain expertise in company products and services
- Accurately document issues and resolutions using Salesforce or other CRM tools
Skills
- High school diploma is required
- Strong technical aptitude and troubleshooting abilities
- Excellent communication skills, with the ability to remain patient and calm under pressure
- Ability to work both independently and collaboratively within a team environment
- Strong attention to detail and time management skills
- Proficiency in English (written and spoken) required
- Post-secondary education in networking, computer science, or a related field is an asset
- Previous experience in a technical support or call center environment preferred
- Familiarity with support ticketing systems such as Salesforce is a plus
- Proficiency in Microsoft Office (Word, Excel, Outlook, etc.)
- French and/or Spanish preferred
Company Overview