[Remote] Technical Support Agent, L1

Note: The job is a remote job and is open to candidates in USA. Ravyx CA is seeking a Technical Support Agent, L1 who will serve as the first point of contact for customers, providing effective solutions to technical issues. The role involves troubleshooting POS system problems, managing support tickets, and ensuring customer satisfaction through strong communication and technical expertise.ResponsibilitiesEfficiently manage and prioritize incoming support ticketsTroubleshoot and resolve technical issues related to company products and servicesProvide accurate and timely responses to customer inquiriesEscalate complex issues to the appropriate internal teams when necessaryDeliver immediate assistance for emergency situationsHandle inbound customer calls and provide clear, concise explanations of technical conceptsFoster strong customer relationships through effective communication and problem-solvingDemonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questionsFollow up to ensure all customer issues are fully resolved and satisfaction is achievedContribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutionsStay informed about product updates, features, and best practicesParticipate in regular training sessions to maintain expertise in company products and servicesAccurately document issues and resolutions using Salesforce or other CRM toolsSkillsHigh school diploma is requiredStrong technical aptitude and troubleshooting abilitiesExcellent communication skills, with the ability to remain patient and calm under pressureAbility to work both independently and collaboratively within a team environmentStrong attention to detail and time management skillsProficiency in English (written and spoken) requiredPost-secondary education in networking, computer science, or a related field is an assetPrevious experience in a technical support or call center environment preferredFamiliarity with support ticketing systems such as Salesforce is a plusProficiency in Microsoft Office (Word, Excel, Outlook, etc.)French and/or Spanish preferredCompany OverviewRavyx helps grocery stores, convenience stores, liquor retailers, pharmacies, and general retailers modernize their operations with technology built for today’s fast-moving retail environment. It was founded in 1994, and is headquartered in Montreal, Quebec, CAN, with a workforce of 51-200 employees. Its website is http://www.sirsolutions.com/.



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