Customer Support- Tier 1 Representative

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Job Title: Customer Support- Tier 1 Representative

Location: Hybrid (Pompano Beach, FL)
Job Type: Contract
Referral Fee:
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly 
Position Overview
First line of customer support for IT Technicians and internal Turnpike Customers. Responsible for responding to inquiries and providing information to customers calling, or emailing the Information Technology Office for support, information, IT equipment, or needing any IT-related assistance. Greet and address in-person (walk-up) customers that may need on-the-spot support or troubleshooting, or guidance to resolve an IT-related issue. Record all customer contact information, issues, and/or requests in service desk tracking systems, evaluate situations, and determines appropriate routing, response, and/or escalation of customer‘s requests or issues. Tracks problems escalated for a resolution to ensure our customers receive a timely response. Follows documented procedures and checklists and offers suggestions on process improvements. Supports AV & IT Service Technicians, by discovery and attempt at first-call resolution, but if unable to resolve, create and assign tickets for technical support and meeting support Tier 2 and higher.
Duties and Responsibilities

• Responding to inquiries and providing information to customers
• Responsible for access control and security administration (password, troubleshooting, and resets included)
• Install, configure, and update software
• Assist with the monitoring and tracking of inventory for the Information Technology Cost Center
• Create and assign tickets in the Ticketing Systems for various customer inquiries, issues, audiovisual meetings, and Technician Support
• Coordinate, schedule, and document audio-visual meetings
• Responsible for updating the after-hour Technician assignments in the auto-attendant system  Participate in team projects and assignments
• Attend and participates in OIT Staff Meetings, Service Team Meetings, and other meetings as directed
• Responsible for reading, adhering to, and enforcing the Department’s Procedures and Policies
• Responsible for documenting solutions to Technology or Customer Service Issues
• Responsible for checklists and process flows for all Concierge- related work
• Perform other related duties as assigned

Required Experience and Skills

• 5 years of customer-facing experience in a fast-paced and/or enterprise environment
• 1 year of IT-related experience or exposure
• A+ Training preferred
• Great Time Management
• A+ Certification a plus

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