glassdoor sales-marketing technical support, tier 1

Technical Support, Tier 1


SalonBiz is seeking an outstanding Technical Support professional to join our Support Team. If you are a great teammate that is passionate about making a huge impact at a growing company, we would love to talk!

You:

You love a challenge on a timeline, and the satisfaction of solving client problems makes you happy to quickly dive into and resolve anything that comes across your radar. While you are flexible and enjoy problem-solving, you also understand the importance of process and work hard to make sure everyone on your team stays on the same page. You’re at your best when you can work with customers, take time to dive into complex problems, and document your solutions.

Us:

SalonBiz has been creating software for 30 years, before most salons had computers. We pride ourselves on knowing what salons need, and we provide the tech and support for our customers’ continued growth.

Where:

SalonBiz is located in downtown Hammond. Our beautiful open office space is filled with talented people passionate about our industry—technology and the salons we help.

What you’ll be doing:

The Tier 1 position is a challenging and fast paced role that investigates issues reported by SalonBiz partners and customers. Through Salesforce, Tier 1 tracks and documents issues with the SalonBiz software and resolves open issues as quickly as possible. Tier 1 is a customer service position first, so it’s imperative that any applicants have excellent soft skills and customer service experience.

Responsibilities:
  • Uses internal CRM to effectively track calls
  • Communicates with customers to document and research reported challenges
  • Assists users on general software questions or recommends another plan of action
  • May configure hardware such as servers and workstations for customers
  • Provide support to other departments as necessary
  • Follows proper escalation procedures
General Requirements:
  • Excellent customer service skills, communication, and follow up skills
  • Ability to multitask
  • Good problem-solving skills
  • Knowledge of basic SQL (select, delete, update statements, troubleshooting with sql statements)
  • Familiarity with pcAnywhere, BeAnywhere, VPN, Remote Desktop Connection
  • Ability to differentiate between network problems, hardware problems and software problems
  • Ability to follow user guides and general troubleshooting guides
Benefits and Perks:
  • Competitive salary
  • Robust medical benefits & 401k
  • Gym stipend
  • Start with 17 days of PTO and your birthday off
  • Snacks, lunches, and happy hours
  • Continued investment in your professional development

Tired of browsing?

Get our smart newsletter. Fill your skills and let us send you only highly relevant offers, weekly.

Takes 1 minute to set up including this 25s video
Email example
x