Service Technician I

Job Summary:

The Support Technician I role serves as the first point of contact for all customer support needs, managing intake, triage, and resolution of customer and infrastructure tickets. This position is responsible for troubleshooting, escalating, or resolving technical issues while maintaining accurate documentation. Additionally, the role involves tracking KPIs, maintaining knowledge base articles, providing on-call technical support, and ensuring effective incident response communication.

In order to contribute to RCS’ award-winning sales and customer service, all employees live by RCS’ Core Values:

1. Do the right thing

2. Be fun to work with

3. Take Ownership

Supervisory Responsibilities:

• None

Key Duties and Responsibilities:

       Create, Triage, and Update Customer and Infrastructure Tickets

• Serve as the first point of contact for customer inquiries, technical issues, and infrastructure support requests.

• Accurately create, categorize, and prioritize tickets based on customer needs and Service Level Agreements (SLAs).

• Gather necessary information to assess, resolve, or escalate customer issues.

• Ensure all customer interactions are properly logged and documented.

• CSAT (Customer Satisfaction) scores provide a direct measure of customer experience by quantifying satisfaction levels at specific interaction points, offering valuable insights into how well a business meets customer expectations and ultimately impacts overall customer satisfaction.

Document, Troubleshoot, Escalate, or Resolve Tickets

• Provide on-demand troubleshooting support via phone, email, and remote assistance.

• Utilize diagnostic tools and available documentation to resolve issues efficiently.

• Escalate complex issues to higher-tier support, vendors, or developers when necessary.

• Maintain detailed records of resolutions and escalate recurring issues for long-term fixes.

Phone and Ticket KPIs

• Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.

• Track and report on ticket handling metrics, ensuring adherence to SLAs.

• Optimize workflows to improve efficiency in resolving customer issues.

Maintain Knowledge Base Articles and Internal SOPs

• Develop, update, and maintain knowledge base articles to improve customer self-service options.

• Document troubleshooting steps and standard operating procedures (SOPs) for internal use.

• Work with team members to ensure all support documentation is current and accessible.

On-Call Technical Support

• Participate in on-call rotations to provide emergency technical support outside of business hours.

• Follow escalation procedures to ensure urgent issues are addressed in a timely manner.

• Maintain accurate records of after-hours incidents and resolutions.

Incident Response Communication

• Ensure clear and timely communication with customers during critical incidents.

• Provide status updates and resolution timelines to affected stakeholders.

• Coordinate with internal teams to manage and document incident response efforts.

Required Skills and Abilities: 

• Exceptional customer service skills with strong verbal and written communication.

• Strong analytical and problem-solving abilities in a fast-paced support environment.

• Ability to work independently and escalate appropriately when needed.

• Attention to detail and strong organizational skills for managing ticket documentation.

• Proficiency in Microsoft Office Suite, Google tools, and CRM or ticketing systems.

• Ability to work effectively in an on-call rotation.

Education and Experience

• High School Diploma or higher.

• Minimum of 1 year of customer service experience, preferably in technical support.

• Experience in a help desk, service desk, or retail support role is a plus.

• Familiarity with IT troubleshooting, ticketing systems, and remote support tools.

• Value learning new software and being able to adapt to changes in a fast paced environment.

Working Conditions:

• Located in the U.S. and available for a hybrid schedule, working two to three days a week from an RCS corporate office located in Lebanon, NH. 

• Primarily in an office environment, talking on the phone 70% of the day and working on a computer 90% of the day. Occasional long work hours outside of normal work days in order to meet deadlines.

• Will be expected to travel as needed on company business.

• Employees upon occasion can expect to fulfill requests outside of their core accountabilities, etc.