Tier 1 Tech Support

Austin, TX 78753

Employment Type: Temp-to-Hire Job Function: TeleSkills/Call Center Job ID:: 130959 Pay Range: $16-17 / hour

Job Description


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. These opportunities are perfect for candidates with 1+ years of Call Center or Help Desk experience!

Tier 1 Tech Support Key Objective:

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.

Tier 1 Tech Support Main Duties:
  • 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 manner when not able to resolve at the desk.

Tier 1 Tech Support Qualifications:
  • 1+ years of Call Center or Help Desk experience.
  • 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

Tier 1 Tech Support Compensation/Schedule/Location:
  • The center is open 24/7. They have multiple days/shifts available and will discuss candidate needs in interviews.
  • These roles are full time, long term contract with possibility of going perm at some point.
  • Pay is $16-$17/hr, DOE to start. (FIRM)
  • Roles are 100% onsite and the office is located in North Austin (78753 zip).

Meet The Recruiter

Wendy Henderson
Operations Manager

19 years of professional recruiting and staffing experience.

Burnett, a Texas-based staffing and recruiting company, has been consistently ranked number 1 by the Austin Business Journal. Our extensive network of connections with hiring managers and candidates across all industries makes us an invaluable asset to your growth and success. 

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