Job Summary

The Support Specialist - Tier I properly responds to incoming customer requests via phone, email, or chat session, in such a manner to ensure the customer’s questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customer’s questions and escalates incidents when considered appropriate and necessary to maintain service level expectations. This position is on-site in Denton, TX; hybrid work may be possible in the future at the discretion of the manager.

Essential Functions

Respond to incoming customer requests via phone, email and/or chat sessions

Respond to incoming inquiries that are escalated by customers, Support Managers and/or Support Specialist – Tier I

Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.

Maintain technical expertise and proficiency with all related and relevant software and computer systems

Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations

Communicate professionally and effectively with customers for follow-up when required

Maintain relevant skills and credits via internal support continuing education courses

Follow established department processes and procedures

Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner

Performs other duties as assigned by the Support Manager and other Managers.

Job Qualifications

Required Qualifications

Excellent customer service  

Configuring and supporting Microsoft Windows operating systems

Good communication skills both written and oral

Ability to manage competing priorities in a complex environment

Ability to devise creative technical solutions

Preferred Qualifications

Windows OS (XP, Vista, Windows 7, Windows 8, Server 2003, 2008,

2008, 2012, 2016, & 2022 )

Microsoft Office

Prior call center experience

Working Conditions

Physical Demands

Operating a computer or other office devices for the majority of the workday

May occasionally need to move packages up to 5 - 10 pounds such as office supplies or equipment

Must be able to communicate with others in person, over the phone, and in writing

Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

Must be able to read and interpret various electronic and written documents

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services. A hybrid schedule may be available once the training portion of the job is complete, subject to approval by management and in compliance with the company Flexible Workplace Policy.