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Tech Support Agent - Tier 1

Company: IDIQ
Location: Temecula
Posted on: April 11, 2021

Job Description:

WHY commute when you can work right in beautiful Temecula CA!IMMEDIATE OPENINGS AVAILABLE - PAID TRAINING - FULL TIME - $20.00 Hour PLUShealth benefits + paid holidays + 401K retirement + paid time off (PTO) and moreABOUT US:The Identity Intelligence Group known as IDIQ in Temecula is currently recruiting for Tech Support Agent - Tier 1. IDIQ is a privately-owned company that has been in business since 2009. We provide identity theft and credit reporting services to consumers nationwide under our brands such as IdentityIQ, CreditScoreIQ and MyScoreIQ. Our company is currently ranked in the top 5 in our industry and has been honored as a Top-10 Ranked Company by BestCompany.com, earned the 2019 Stevie Bronze Winner, and the Enterprise Security Top 10 Fraud and Breach Protection Solution Provider for 2019. We have been recognized on TV, online, and radio by shows such as Modern Living with Kathy Ireland. To learn more about our flagship service visit our website at IdentityIQ.com. PRIMARY PURPOSE AND FUNCTION:The IDIQ Technical Support Agent - Tier 1 is responsible for providing members of IDIQ brand services who have purchased software services and products such as the Bitdefender antivirus applications. Agents may also provide general member support in certain situations. Employees in this position will work closely with IDIQ customer support and the Bitdefender tier 2 support team. All agents will complete IDIQ call center basic training and Bitdefender Tier 1 certification training. Responsibilities include:Primary

Handle Tier 1 help desk assistance to members through tickets or phone for the Bitdefender antivirus application and other assigned applications.
Walk members through solutions using workflows and scripting.Follow up on outstanding requests and ensure timely resolution to members. Secondary
Backup customer service agent support when needed. Performs other job-related duties and responsibilities as may be assigned from time to time. REQUIRED KNOWLEDGE AND SKILL:
CRITICAL Required Skills 1 - Advanced or expert experience with the following operating systems:
Windows 7 with Service Pack 1, Windows 8, Windows 8.1, and Windows 10. macOS X Yosemite (10.10) or later. macOS Sierra(10.12 or later). Apple iOS 11.2 or later. Android 5.0 or laterCRITICAL Required Skills 2 - Advanced or expert experience with the following internet browsers: Safari, Firefox, Google Chrome.
Above-average experience using Office 365 products. Above average ability to address support situations associated with member internet connectivity - ethernet, wireless om the OS systems mentioned above. Experience with common security products such as Ghost, BigFix, and McAfee desktop security products. Strong customer service and troubleshooting skills.2 years+ related experience with preferred skills for this position. Previous customer and technical support experience.An ability to follow online workflows and scripts containing technical directions to assist members. Ability to communicate technical information, both verbal and written, to a wide range of end-users Strong time management skills and organizational skills. Ability to focus on the most important outcome at the current moment. COMPENSATION AND POSITION DETAILS:The hourly rate of pay for this position is $20.00 per hour and is eligible for overtime (non-exempt). This position is a full-time position (40 hours/week). The schedules available for this position are as follows and may not be available at your time of hire: M-F 5:00 am to 1:30 pm PST M-F 8:30 am to 5:00 pm PST M-Sat (off Fridays), or as scheduled by your supervisor. Occasional overtime may be needed. Due to the ongoing growth record of our company, there are excellent opportunities for advancement within the call center, management, and other departments. IDIQ often hires and promotes from within. BENEFITS AND PERKSIDIQ makes available comprehensive benefits including medical, dental and vision (for employee and dependents). Other benefits offered include paid time off, life insurance, short term disability, long term disability and a 401k program with employer match. We work in a casual dress attire environment. Enjoy friendly competition with ping-pong tournaments, pool games and more. AAP/EEO Statement: Identity Intelligence Group, LLC dba IDIQ prohibits discrimination or harassment based on the following categories: race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other status protected by state or federal law. acted by email or phone with further information. This position is onsite at our Temecula office center. However, due to COVID-19, our company is currently working remotely. Once our local government re-opens, this position will resume in our Temecula office. We are currently only considering local hires for this position, at this time.pm20

Keywords: IDIQ, Corona , Tech Support Agent - Tier 1, Sales , Temecula, California

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