Technical Support Specialist

1Micro in Waconia, MN is a fast-growing tech company that manufactures and manages key security devices and inventory systems for car dealerships, commercial companies, fleet departments, and multifamily properties. For over 30 years, we have provided innovative solutions for some of the common problems within the automotive industry, and we continue to push the boundaries of technology to better serve our customers.

We are looking for a customer-focused, driven, and friendly Technical Support Specialist to join our team!

Primary Responsibilities

• Provide exceptional technical support by promptly answering customer inquiries via phone and email
• Troubleshoot software and hardware issues, offering actionable solutions or remote assistance when needed
• Manage open cases, ensuring fast diagnosis, shipping of replacement parts, and customer satisfaction
• Test and configure hardware, including machines and motherboards, to ensure functionality before delivery
• Set up new customer accounts and train customers on using machines, websites, reports, and other features remotely
• Remotely install new machines and assist with onboarding processes
• Accurately document customer interactions and maintain case records, following up as necessary
• Assist with process documentation and contribute to continuous improvement efforts
• Upsell additional modules and features to customers
• Provide backup support to other technical team members as needed

Hours and Benefits

• Full-time, up to 40 hours per week
• Onsite Monday-Friday: 8am-5pm
• Remote Saturday rotation every three weeks: 9am-3pm
• Full benefits package including: Medical, Dental, Vision, 401k, and Paid Time Off (PTO)

Requirements/Qualifications

• At least 1 year of customer service experience
• At least 1 year of IT help desk related experience is required.
• Proven track record of delivering excellent customer service, with a genuine passion for helping people
• Proficient computer skills with the ability to learn new software
• Excellent communication skills, both written and verbal, enabling effective interaction with customers and colleagues
• Computer and Email operating system knowledge - proficiency in Windows and iOS, preferred

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• Do you now or in the future require sponsorship to work in the USA?
• What city do you currently live in?

Experience:

• Customer service: 1 year (Required)

Work Location: In person