Technical Support Representative Level 1

About the role

NTI is looking for a Level 1 Technical Support Representative to deliver 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 experience in technical support, help desk, or application support.
• Professional‑level English proficiency (written and spoken).
• Experience supporting U.S. customers or working in a U.S. business environment.
• Strong customer service, communication, and problem‑solving abilities.

Required skills

• Alliant Systems software
• LinenMaster software
• ConnectWise ticketing system (or similar)
• Salesforce or other CRM platforms
• Basic SQL and database concepts
• Remote support tools