{"schemaVersion":"jobsearcher.job.v1","id":"acee967c433ce8dc0cd69f39","url":"https://jobsearcher.com/jobs/acee967c433ce8dc0cd69f39","canonicalUrl":"https://jobsearcher.com/jobs/acee967c433ce8dc0cd69f39","title":"Technical Support Agent, L1","description":"Position Overview\n\nThe Technical Support Agent, L1 serves as the first point of contact for customers, providing prompt and effective solutions to technical issues. Specializing in POS systems, this role is responsible for troubleshooting problems, offering guidance, and escalating complex cases when necessary. Ensuring customer satisfaction through exceptional service, technical expertise, and strong problem-solving skills is a key aspect of this position.\n\nResponsibilities\n\nTechnical Support & Ticket Management\n\nEfficiently manage and prioritize incoming support tickets.\nTroubleshoot and resolve technical issues related to company products and services.\nProvide accurate and timely responses to customer inquiries.\nEscalate complex issues to the appropriate internal teams when necessary.\nDeliver immediate assistance for emergency situations.\n\nCustomer Support & Relationship Management\n\nHandle inbound customer calls and provide clear, concise explanations of technical concepts.\nFoster strong customer relationships through effective communication and problem-solving.\nDemonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.\nFollow up to ensure all customer issues are fully resolved and satisfaction is achieved.\n\nKnowledge Management & Continuous Learning\n\nContribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.\nStay informed about product updates, features, and best practices.\nParticipate in regular training sessions to maintain expertise in company products and services.\nAccurately document issues and resolutions using Salesforce or other CRM tools.\n\nRequirements\n\nEducation & Experience\n\nPost-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required.\nPrevious experience in a technical support or call center environment preferred.\nFamiliarity with support ticketing systems such as Salesforce is a plus.\nProficiency in Microsoft Office (Word, Excel, Outlook, etc.).\n\nCompetencies & Skills\n\nStrong technical aptitude and troubleshooting abilities.\nExcellent communication skills, with the ability to remain patient and calm under pressure.\nAbility to work both independently and collaboratively within a team environment.\nStrong attention to detail and time management skills.\nProficiency in English (written and spoken) required; French and/or Spanish preferred.\n\nWork Environment\n\nAbility to work remotely with a reliable internet connection and a dedicated workspace.\n\nWork Location: In person","company":"Ravyx","rawCompany":"ravyx","city":"Endicott","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-08-19T21:04:42.308Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Agent, L1","description":"Position Overview\n\nThe Technical Support Agent, L1 serves as the first point of contact for customers, providing prompt and effective solutions to technical issues. Specializing in POS systems, this role is responsible for troubleshooting problems, offering guidance, and escalating complex cases when necessary. Ensuring customer satisfaction through exceptional service, technical expertise, and strong problem-solving skills is a key aspect of this position.\n\nResponsibilities\n\nTechnical Support & Ticket Management\n\nEfficiently manage and prioritize incoming support tickets.\nTroubleshoot and resolve technical issues related to company products and services.\nProvide accurate and timely responses to customer inquiries.\nEscalate complex issues to the appropriate internal teams when necessary.\nDeliver immediate assistance for emergency situations.\n\nCustomer Support & Relationship Management\n\nHandle inbound customer calls and provide clear, concise explanations of technical concepts.\nFoster strong customer relationships through effective communication and problem-solving.\nDemonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.\nFollow up to ensure all customer issues are fully resolved and satisfaction is achieved.\n\nKnowledge Management & Continuous Learning\n\nContribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.\nStay informed about product updates, features, and best practices.\nParticipate in regular training sessions to maintain expertise in company products and services.\nAccurately document issues and resolutions using Salesforce or other CRM tools.\n\nRequirements\n\nEducation & Experience\n\nPost-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required.\nPrevious experience in a technical support or call center environment preferred.\nFamiliarity with support ticketing systems such as Salesforce is a plus.\nProficiency in Microsoft Office (Word, Excel, Outlook, etc.).\n\nCompetencies & Skills\n\nStrong technical aptitude and troubleshooting abilities.\nExcellent communication skills, with the ability to remain patient and calm under pressure.\nAbility to work both independently and collaboratively within a team environment.\nStrong attention to detail and time management skills.\nProficiency in English (written and spoken) required; French and/or Spanish preferred.\n\nWork Environment\n\nAbility to work remotely with a reliable internet connection and a dedicated workspace.\n\nWork Location: In person","datePosted":"2026-08-19T21:04:42.308Z","dateModified":"2026-08-19T21:04:42.308Z","hiringOrganization":{"@type":"Organization","name":"Ravyx","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Endicott","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"acee967c433ce8dc0cd69f39"},"url":"https://jobsearcher.com/jobs/acee967c433ce8dc0cd69f39"}}