Tier 1 Support Technician

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role. 

About TCP (TimeClock Plus):

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook. 

As a Support Technician, you will be responsible for supporting our customers. The successful candidate will have a knack for effective verbal and written communication and helping customers on a large scale over Live Chat, Email & Phone. You will work closely with our Sales, Success & Product team to become the support specialist for thousands of new and existing businesses. 

As a Tier 1 Support Technician

• Use your knowledge and soft skills to diligently comprehend and diagnose customers’ needs.
• Engage in customer success and customer advocacy.
• As a subject matter expert, you are required to monitor, prioritize and respond appropriately to all support requests received 
• Communicate clearly and effectively with customers via phone, email, and chat 
• Manage customer escalations in accordance with agreed SLAs and support agreements 
• Maintain a high level of customer engagement and satisfaction 
• Use a variety of instructional methods to ensure maximum delivery effectiveness 
• Work with customers to understand their needs and recommend training 
• Adapt to/learn new product enhancements quickly to include in training resources

Requirements

• Quick learner
• Prior experience with business to business support and/or client management 
• Clear and concise communicator, both oral and written. Native English accent required 
• Excellent judgment skills with the ability to evaluate the situation and provide immediate solutions.
• Ability to work shifts covering US timings (night shifts) 
• Ability to work in pressure situations and to work in a cross functional environment 
• Ability to build rapport and trust with clients 
• Attention to detail and passionate 
• Collaborative team player 
• Ability to prioritize, multitask and manage time effectively  
• Positive outlook and “can do attitude” 
• Technically skilled, i.e. able to comprehend hardware and SaaS applications in depth. 

Benefits

• Competitive salary
• PTO and Sick leaves
• In-Patient & Out-Patient Health insurance
• Provident fund and EOBI
• The work/life set up you need to be successful.
• A creative, collaborative, supportive environment that gives you the autonomy to explore new ideas, grow your skill set and create outstanding results 
• The chance to make a genuine impact on the company’s growth 
• Plenty of challenging work and the opportunity to stretch yourself 
• The opportunity to work with amazing talent in a fast-growing company that really values their team

TCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.