Technical Support Representative, Tier 1

Overview Of The RoleThis role provides front-line technical support for video services while also supporting dispatch operations. The position is responsible for troubleshooting customer issues, coordinating service calls, and ensuring timely resolution through effective communication, documentation, and collaboration with technicians and internal teams.*This shift is Saturday & Sunday 11am –10 pm MST, Monday & Tuesday 8 am–7 pm*What You’ll DoTechnical SupportProvide professional, timely support while de-escalating customer concerns Troubleshoot video service issues, including signal loss, audio/video problems, equipment errors, and setup Guide customers through solutions and determine when escalation or technician dispatch is required Create, manage, and document service tickets with accurate notes and updates Update customer accounts, services, and programming as needed Clearly communicate issues, resolutions, timelines, and any associated costs Follow up to confirm issue resolution and customer satisfaction Dispatch CoordinationSchedule and coordinate service calls; confirm technician arrival and job completion Source and communicate with technicians to ensure the best fit based on availability, location, and cost Issue work orders and provide scheduling confirmations and reminders Maintain accurate records of job details, labor estimates, equipment usage, and costs in CRM Collect, review, and track technician paperwork to ensure completeness and accuracy Process service-related requests, including payment authorizations when required Collaboration & OperationsWork closely with support teams and technicians to meet service goals and timelines Optimize scheduling and dispatch efficiency through proactive coordination Assist with departmental tasks, reporting, and administrative support Perform additional duties as assignedWhat You Bring2-3 years of experience in customer support, technical support, or dispatch coordination Strong troubleshooting and problem-solving skills, particularly in a technical environment Excellent communication skills with professional phone and email etiquette Ability to manage multiple tasks in a fast-paced environment Strong attention to detail with accurate documentation and follow-up Experience with Salesforce Basic understanding of video or telecommunications systems is a plusWhy You’ll Love It HereCompensation starting at $18/hr, DOE and an additional $1/hr during nights and weekendsBrand-new office in Midvale, stocked kitchen, onsite gym & PelotonWellness perks including an onsite masseuse and mental health supportRobust benefits package: medical, dental, vision, pet insurance, 401(k) matchA culture that values innovation, growth, and having fun while doing itWho We AreWe’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.