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About the Role

As a Technical Support Representative, Tier 1, you'll be the first point of contact for customers troubleshooting tablet, connectivity, and account issues via phone and chat. You will resolve issues directly, document them clearly, and help identify patterns to improve the product and knowledge base. This role directly shapes the customer experience with American Innovations.

Responsibilities

• Provide responsive, high-quality customer support over phone and chat to both external customers and internal teams.
• Create and maintain detailed, accurate support tickets to ensure clean case history and data integrity.
• Troubleshoot rugged field tablets, Bluetooth peripherals, wireless connectivity, and American Innovations software applications.
• Configure and pair Bluetooth peripheral hardware devices.
• Resolve common login and multi-factor authentication (MFA) issues.
• Support tablet devices remotely using remote console tools.
• Use the knowledge base to deliver fast, accurate solutions to customer requests.
• Triage technical issues effectively and route them to the right team when needed.
• Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager.
• Identify gaps in support documentation and contribute new or improved knowledge base articles.
• Collaborate cross-functionally with other teams to resolve and close customer cases.
• Contribute ideas for improving team processes and the broader customer support experience.
• Meet or exceed established service level, quality, and customer satisfaction goals.

Requirements

• 2+ years of experience in technical support or a help desk environment.
• 2+ years of experience in a customer-facing service role.
• Strong written and verbal communication skills.
• Hands-on experience with help desk / ticketing software.
• Experience using remote support tools (e.g., TeamViewer, LogMeIn, or similar).
• Practical experience troubleshooting common network connectivity issues.
• Working familiarity with Windows and iOS operating systems.
• Curiosity and willingness to learn new technologies.
• A collaborative, team-oriented approach to problem-solving.
• Bilingual in English and Spanish (Nice to Have).
• Experience in the oil, gas, or electrical industry (Nice to Have).
• Eligible to work in the US (visa sponsorship is not provided).
• Must be able to pass a pre-employment background and drug test.

Skills

• Tablet troubleshooting
• Connectivity troubleshooting
• Account issue troubleshooting
• Phone support
• Chat support
• Ticket documentation
• Bluetooth peripheral configuration and pairing
• Remote tablet support
• Knowledge base utilization
• Technical issue triage
• Cross-functional collaboration
• Process improvement
• Service level achievement
• Quality achievement
• Customer satisfaction goal achievement
• Help desk software
• Remote support tools
• Network connectivity troubleshooting
• Windows OS
• iOS OS

Location

• Austin, TX

Work Type

• Hybrid
• Onsite
• Remote

Experience Level

• 2+ years of experience in technical support or a help desk environment
• 2+ years of experience in a customer-facing service role

Benefits

• Competitive Medical/Dental/Vision Insurance
• Company Provided Life and Disability Insurance
• Paid Family Leave
• Matching 401k

About the Company

• American Innovations helps customers keep their field operations running.
• Our technology and support teams are the front line for the people who rely on our products and services every day.
• We're looking for people who take ownership, communicate clearly, and enjoy solving problems for others.
• A rewarding culture with a focus on positive business practices and protecting the environment.

Equal Opportunity

• American Innovations is an Affirmative Action and Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.