Technical Support Tier 1

Provide customer support and technical issue resolution via phone, email and other electronic mediums Provide web based training Provide feedback on improvement opportunities based on current product behavior in the field Diagnose and configure customer equipment to connect to server systems Provide excellent customer service in all situations Communicate technical terms in a non-technical format that our customers can understand for troubleshooting purposes Provide support and assistance on other service activities Follow workplace operating and environmental, health and safety procedures and guidelines REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE Certificate from college or technical school; or 1-year related experience and/or training; or equivalent combination of education and experience At least 1-year outstanding customer service experience Familiar with proper phone etiquette Knowledge of customer service principles and practices Effective listening skills Basic understanding of MS Access & Windows 2008-2012 server configuration Strong background /experience with SQL environment (MySQL & SQL Server), IIS Web Services will be an advantage Experience in resolving issues with integrated software/hardware solutions at the enterprise level Willing to be on call during weekends and scheduled holidays as part of a rotating on-call support schedule