Job description

1Micro in Waconia, MN is a fast-growing tech company that manufactures and manages key security devices and inventory systems for car dealerships, rental car companies, and fleet departments. For over 20 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 Representative to join our team!

Primary Responsibilities:

• Promptly answers phone calls and emails that come through.
• Set up new customer accounts.
• Test machines prior to delivery or shipment.
• Remotely install new customers' machines.
• Remotely train customers on how to use the machine, website, reports, and other features.
• Upsell additional modules and features to customers.
• Successfully manages open cases with customers by fast diagnosis, shipping of parts, and ending with a happy customer; Accurately record and document communications and actions in cases, following up as needed.
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
• Assume remote control over customers' systems when necessary to resolve problems.
• Make hardware recommendations for customers whose machines need replacement parts.
• Test and setup additional or replacement parts to ensure functioning properly prior to shipping to customers; Test and configure system motherboards to customer accounts.
• Assist with documenting processes and procedures.

Hours and Benefits

• Full-time, 40 hours per week
• Monday-Friday: 8am-5pm
• Saturday rotation every 3 weeks: 9am-3pm
• Compensation: starting at $25/hour, depending on experience
• Full benefits package included

Requirements/Qualifications

• High School Diploma or equivalent is required.
• At least 1 year of IT help desk related experience is required.
• Must have operating system knowledge - proficiency in Windows and iOS preferred.
• Experience with ERP or CRM software is required, NetSuite experience a plus.
• Ability to work well with others in a team-oriented fashion.
• Excellent problem-solving skills.
• Strong oral and written communication skills.
• Superior customer service skills.
• Strong attention to detail and quality focus.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Waconia, MN 55387: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical Support: 1 year (Preferred)

Work Location: In person

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