1st Line Agent English

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: 1st Line Agent English

Location(s): Austin, TX

Job Summary:
Seeking an entry-level IT support professional to provide first-level technical assistance and customer support in a fast-paced Help Desk environment. This role involves troubleshooting hardware and software issues, managing support tickets, assisting users with system-related questions, and ensuring timely issue resolution while delivering excellent customer service.

Key Responsibilities:

Problem Diagnosis / Troubleshooting (25%)

• Diagnose basic technical issues related to hardware and software.
• Perform troubleshooting using Help Desk tools, documentation, and user conversations.
• Gather information from users to identify and resolve problems efficiently.

Problem Ticket Administration (25%)

• Log, document, and maintain records of production issues and support requests.
• Track incidents through established systems and processes.
• Ensure accurate documentation of issue history and resolutions.

Problem Resolution (20%)

• Resolve first-level technical issues within established support guidelines.
• Escalate more complex problems to senior support staff, technical teams, or vendors as needed.
• Maintain ownership of issues through resolution and serve as the primary point of contact for users.

User Support / "How-To" Assistance (15%)

• Answer user questions related to software usage and IT systems.
• Provide guidance and tips to improve user productivity and system understanding.
• Support users with a professional and customer-focused approach.

Business & Organizational Support (5%)

• Develop an understanding of business operations, organizational culture, and support processes.
• Participate in team initiatives and support continuous improvement efforts.
• Demonstrate professionalism, integrity, teamwork, and customer focus.

Collaboration & Team Environment (5%)

• Work collaboratively with Help Desk team members to ensure high-quality support.
• Share knowledge and troubleshooting techniques with peers.
• Demonstrate empathy and professionalism while assisting users.
• May assist with testing activities for new products or system updates.

Knowledge Base Support (5%)

• Identify recurring issues and recommend updates or additions to the knowledge base.
• Provide feedback to improve support documentation and self-service resources.

Required Qualifications:
Candidates must have at least one of the following:

• 6 months of experience in a call center environment.
• 6 months of experience in an IT-related role.
• IT-related education, certification, or degree.

Preferred Qualifications:

• 6 months of customer service experience.
• Ability to work effectively in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Ability to think creatively and troubleshoot beyond standard procedures.
• Strong communication and interpersonal skills.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.