Remote Software Support Tier1

**Duties & Responsibilities**

Hardware Support should be familiar with the instructor material, product, hardware, and educational material for each assigned client. This includes assisting with the updating instructional content, product testing, and product use inquiries.
- First point of contact for customers seeking technical support.
- Monitor multiple inboxes and ticketing systems to resolve and direct software support issues.
- Intake issues and communicate with end users to ensure a clear and complete problem description.
- Follow standard Helpdesk operating procedures to accurately document, track and escalate all helpdesk incidents using internal and external software.
- Ability to communicate technical information to non-technical users.
- Facilitate training using a variety of training methods, tools, and software programs.
- Administer learning evaluations and assessments as defined by the curriculum.
- Participate in software and hardware testing as needed by clients' internal groups
- Assist with project management tasks as assigned.

**Qualifications & Requirements**
- Proven success in a training and support role
- Experience with or knowledge of Intermodal and/or Automotive ramp operations.
- Experience in technical documentation, training development, and/or software support.
- Excellent interpersonal and communication skills.
- Comfortable working in a dynamic environment where change is a norm.