Newell Brands Technical Support Engineer Tier I in Atlanta, Georgia
The Technical Support Engineer – Tier 1 is the first point of contact to diagnose and troubleshoot technical issues.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES :
Act as the first point of contact, interacting with customersusing multiple support channels (phone, email, chat).
Diagnose and troubleshoot technical issues.
Maintain ownership of cases through final resolution.
Assist and educate customers on products and services.
Follow standard procedures for proper escalation of unresolvedissues to the appropriate internal team(s).
Identify customer-facing trends and communicate appropriately.
Recommend updated processes and knowledge base articles whenneeded.
Document case notes in appropriate systems.
Maintain quality standards set forth to ensure the best customerexperience.
BASIC QUALIFICATIONS :
A High School Diploma/GED.
A minimum of 1 year of experience in a technical support orequivalent environment (e.g. Technical Support Engineer, Desktop SupportEngineer, IT Help Desk Technician, etc.).
A proven track record of effectively and efficiently resolvingcustomer issues.
Excellent customer service communication skills.
The ability to use critical-thinking and logic to isolate andresolve technical issues in a timely manner.
The ability to provide step-by-step technical help both writtenand verbal.
A basic understanding or networking principles and protocols.
Experience with Wi-Fi technology.
Must be able to work flexible shifts including nights andweekends.
Must be eligible to work in the United States for any employer.
- Some college course work or higher in a technical field (e.g. IT, ComputerScience).