Tier 1 Technical Support

Post Date

Dec 13, 2023

Location

Raleigh,
North Carolina

ZIP/Postal Code

27603
US
Aug 04, 2025 Insight Global

Job Type

Contract

Category

Desktop Support

Req #

FTL-670037

Pay Rate

$45 - $68 (hourly estimate)

Job Description

This individual will be answering Level 1 incoming customer support requests to assist customers with product-related queries. Thorough documentation of issues, solutions, case comments, case studies, follow-up dates, internal notes etc. into the internal CRM are crucial to this role. This person will be responsible for searching the CRM for existing information when available and creating new knowledge articles in the event that no information exists. Performance will be measured through customer feedback, Knowledge Center Systems and other measurable KPIs.

Required Skills & Experience

1+ years in a technical support role
Troubleshooting web applications and SSO set up issues
Proficiency with Microsoft Office suite products (Outlook, Excel, PowerPoint, Word, OneNote)
Background with Mac and PC troubleshooting
Case management experience
Familiarity with Active Directory
Bilingual (Japanese/English speaking) required

Nice to Have Skills & Experience

Familiarity with Windows Server roles, features, IIS, AD and DNS
Knowledge of NetScaler or other load balancing technologies
Familiarity with Javascript, Python, PHP and API calls
PC Troubleshooting with firewalls and proxy servers

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.