Associate Engineer Technical Service

Job Objective

A Tier 1 agent’s primary objective is to provide our customers with exceptional Customer Service and Tech Support through phone and email contacts. Tier 1 agents are also expected to be able to communicate with their customers effectively as well as meet if not exceed the required scores needed for their monthly Quality Assurance audits. They must also attend all the necessary trainings assigned to them.

Main Duties

• Handle level 1 Technical Calls
• Assess existing systems and/or user needs to analyze proper course of action
• Improve client references by writing and maintaining documentation
• Maintain a log of completed work using an incident‑tracking application

Additional Functions

• Attends training, workshop, seminar, and focus group discussions of the team
• Work within defined Copeland operational and employee goals by contributing to other projects, if needed.

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