Technical Support Technician - Tier 1

Teguar Corporation is expanding our team and we have an immediate opening for a Tier 1 Technical Support Technician to join our team.

About the Job

In this role you will collaborate with…

• All Teguar customers that need remote Technical Support in all industries
• Internal teams including Sales, Product Management, Supply Chain, RMA Department, Order Fulfillment, and Shipping/Receiving.
• A combination of both domestic and international vendors who are leaders in industrial/medical technology and innovation.

Clients you will impact…

You will have a great impact on our medical and industrial customers by supporting our entire customer base via customer calls, email, chat sessions and portal tickets. This will enable them to succeed in their business. Your contribution is vital in establishing Teguar as more than a computer supplier, but also as a partner who will directly impact the medical and industrial community.

Your main responsibility…

You will evaluate customer issues being experienced in the field, attempt to diagnose the problem with the customer assistance, and attempt to correct customer issues remotely on the computers and test for full functionality. If the problem cannot be resolved remotely, you will coordinate the computer to be sent for repair by our in-house repair team. This includes ensuring timely updates to our customers until the issue is resolved, providing proper communication to appropriate internal channels, and ensuring customer expectations are met.

Core Competencies you need…

• Technical understanding of computer hardware and software.
• Proven experience with providing remote technical support.
• Proven track record of balancing customer expectations and providing successful resolutions.

What you need to be successful in this role…

• High attention to detail.
• Willingness to learn new and innovative skills.
• Ability to prioritize and delegate work for efficiency.
• Strong comfort with finding continuous improvement opportunities.
• Ability to effectively communicate with all departments.
• Strong drive for managing customer communication to ticket completion and deadlines with the ability to resolve customer support tickets and issues creatively and proactively.
• Strong written communication skills with the ability to make processes more efficient.

This role is not for you if…

• You are not timeline driven.
• You are not highly organized.
• You desire to do all the work yourself, as this role is highly collaborative.
• You cannot follow strict processes. Teguar is successful due to our agility to step in and make it happen.
• You have no interest in technology. (Past and Future)
• You cannot work with little to no supervision.
• You don’t like freshly baked cookies and honey buns!!!!!

Who we are…

Teguar Corporation is a fast-growing Inc 5000 company who is a leading provider of advanced industrial and medical computer solutions. Our industrial and medical computers are specially designed to provide reliable performance in the most demanding environments and applications.

Our Mission and Values…

Teguar’s Core Values are the pulse of our organization. We care for our customers and have a true Passion to see our customers succeed. We have a strong commitment to excellence and often extend boundaries to achieve the extraordinary. We exercise Agility and encourage our team to jump in and make it happen and we take pride in having Integrity by always striving to do the right thing, even when it’s hard.

We believe in excellence in the quality of our products, the quality of our customer service and the quality of our team.

We believe in family first and foster a true work/life balance environment. Teguar is comprised of individuals from all over the globe, and each member of our multi-national team lends their own unique ideas and perspectives. We continuously strive to nurture a positive company culture for our team members.

We are excited that you are interested in future opportunities here at Teguar!

Requirements

• Some college, certification or training from a Technical School and a minimum of 1-year related experience.
• Or a minimum 3 years of experience in lieu of education
• Or an equivalent combination of education and experience
• Linus a plus

Benefits

• Bonus Plans – quarterly based on performance
• 401K matching
• HRA (Health Reimbursement Account) covers medical, dental and vision expenses
• Gym membership
• Paid Holidays and PTO days
• Birthday PTO and Volunteer Day
• Culture Committee Program
• Employee Referral Bonus Program
• Modern office work environment with free drinks and snacks