Overview of the Role We're looking for a customer-focused Technical Support Representative, Tier 1 to join our growing Technical Support Team. In this role, you'll be the first line of contact for customers needing help with their wired or wireless networks. You'll troubleshoot basic issues, provide clear communication, and ensure a positive support experience while escalating more complex problems to Tier 2.. What You'll Do Provide first-level support for network-related issues via phone, email, and chat Troubleshoot basic LAN/WAN/Wi-Fi connectivity issues using predefined workflows Assist customers with equipment reboots, cable checks, and basic configurations Escalate unresolved or complex technical issues to Tier 2 support Accurately document customer interactions and solutions in Salesforce Maintain a high level of professionalism and empathy when handling support requests Follow up with customers to ensure resolution and satisfaction Stay up to date on product and service changes to support customers effectively Participate in ongoing training and coaching sessions Manage multiple customer interactions in a fast-paced environment What You Bring Must Haves 1+ year of experience in a customer service or technical support role Basic understanding of networking concepts (IP addresses, Wi-Fi, modems/routers) Strong communication skills with a focus on customer satisfaction Comfortable using ticketing systems, email, and live chat tools Ability to stay calm and positive when troubleshooting technical issues Nice-to-Have Familiarity with network devices such as routers, switches, and access points Experience supporting VoIP or video surveillance systems Exposure to systems like Salesforce, Zendesk, or similar Interest in pursuing networking certifications (e.g., CompTIA Network+, MTCNA) Why You'll Love It Here Compensation starting at $18/hr plus after-hour pay, DOE Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton Wellness perks including an onsite masseuse and mental health support Robust benefits package: medical, dental, vision, pet insurance, 401(k) match A culture that values innovation, growth, and having fun while doing it Who We Are We're revolutionizing hospitality tech-offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we're proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology. Groove Technology Solutions
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