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Posted: Sunday, February 18, 2018 12:11 AM


Burnett is partnering with a North Austin corporate technology services company to staff top talent for their Tier 1 Tech Support roles. This is an impressive global company that operates both in the public and private sectors.

The key objective of the Tier 1 Tech Support Agent is to respond to customer contacts (received by phone, email or incident management tool web interface) in a courteous, professional manner and to either resolve the incident or refer the client’s incident/request to the appropriate team in a timely manner.

Responsibilities for Tier 1 Tech Support

• Receive and respond to client incoming telephone calls utilizing standard customer service skills.
• Monitor and respond to client incoming emails using standard email etiquette and/or predefined standard email responses.
• Undertake initial diagnostics of incident or received service request, use available tools (knowledge management, remote control & incident management applications) and resolve as many contacts as possible on first contact.
• Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details. Attach emails, attachments or any other communication provided by the client.
• Follow all Service Desk processes and work instructions regarding the handling of all customers and incidents.
• Proactively flag incidents where no knowledge solution is found.
• Meet or exceed the level of service defined for each client when responding to all incoming incidents.
• Escalate to other resolving teams in a timely manor when not able to resolve at the desk.

Job Requirements
• Excellent verbal and written communication skills.
• Professional telephone etiquette.
• Basic experience in Windows NT/2000/XP, MS Office, MS based applications.
• Basic IT technical support experience.
• Flexible, well-motivated team player, ability to work under pressure.
• Willingness/ability to work shift work
• Ability to speak other languages (emphasis on Spanish) regarded as a plus.

Contact Person: Wendy Henderson
Phone: 512-794-0477
Email Address:

• Location: Austin

• Post ID: 28337432 austin is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018