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.

PREFERRED QUALIFICATIONS:

  • Some college course work or higher in a technical field (e.g. IT, ComputerScience).