The Level 1 Technician is the first tier of support, responsible for answering phone calls and emails from our customers in a timely fashion. Immediate problem resolution is the goal. This position is required to create cases in our customer tracking database for every contact opportunity. The Level 1 Technician should be organized and self-motivated and must be able to take direction and apply it to future contact opportunities. This position will receive direction from Level 2 and Level 3 Technicians and reports to the Customer Service Manager.
Product Support Level 1 Technicians should have a basic technical understanding of all Digital Ally products. This position should be able to find and follow all install guides, user manuals, troubleshooting documents, knowledge base articles and other documentation to successfully guide customers to general problem resolution. A basic general understanding of the following is necessary:
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Automotive vehicle wiring
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Computers and server operation, both hardware and software
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General wireless networking knowledge
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General network design knowledge
The Level 1 Technician is the first tier of support, responsible for answering phone calls and emails from our customers in a timely fashion. Immediate problem resolution is the goal. This position is required to create cases in our customer tracking database for every contact opportunity. The Level 1 Technician should be organized and self-motivated and must be able to take direction and apply it to future contact opportunities. This position will receive direction from Level 2 and Level 3 Technicians and reports to the Customer Service Manager.
The Level 1 Technician needs to have excellent communication skills both oral and written and must be able to utilize a computer on a daily basis. This position is to be filled by a person that can work a 40 hour work week. An internal drive and desire for knowledge is essential as is punctuality. Ideally, this person needs to be able to be somewhat flexible with regard to hours to help deal with customer needs; however, the normal workday is 8:00 am – 5:00 pm, Monday through Friday.
Skills & Requirements
The Level 1 Technician needs to have excellent communication skills both oral and written and must be able to utilize a computer on a daily basis. This position is to be filled by a person that can work a 40 hour work week. An internal drive and desire for knowledge is essential as is punctuality. Ideally, this person needs to be able to be somewhat flexible with regard to hours to help deal with customer needs; however, the normal workday is 8:00 am – 5:00 pm, Monday through Friday.