Technical Customer Support Representative Level 1

About the role

NTI is looking for a Level 1 Technical Customer Support Representative to provide first‑line assistance to U.S. customers using the Alliant Systems and LinenMaster platforms. You will troubleshoot software issues, guide users through solutions, and collaborate with internal teams to ensure a smooth customer experience.

Key responsibilities

• Develop working knowledge of Alliant Systems and LinenMaster software.
• Provide technical support via phone, email, and remote tools.
• Troubleshoot software problems and document resolutions in ConnectWise.
• Assist with installations, updates, and user training.
• Escalate complex issues to implementation and development teams.
• Support onboarding activities, including data verification and system setup.
• Identify improvement opportunities and share best practices.

Required profile

• Minimum 2 years of experience in technical support, help‑desk, or application support.
• Professional‑level English (written and spoken).
• Experience supporting U.S. customers or working in a U.S. business environment.
• Strong customer‑service, communication, and problem‑solving abilities.
• Ability to explain technical concepts to non‑technical users.

Required skills

• ConnectWise ticketing system.
• Zendesk, Freshdesk, or Jira Service Management.
• Salesforce or similar CRM platforms.
• Basic knowledge of SQL and database concepts.
• Remote software support tools.