Tier 1 Technical Support Representative

Tier 1 Technical Support Representative

The Tier 1 Technical Support Representative will report to the Manager, Customer Care and is responsible for efficiently solving customers' technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies to ensure that accurate information is provided to clients. If you’re passionate about delivering best in class technical support and have a strong customer service orientation, we would love to hear from you!

Responsibilities:

• Answer customer calls and emails regarding technical issues, triaging appropriately and striving for first-call resolution when possible
• Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction
• Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as...