Technical Customer Support 1 - Night Shift

Intrado Life & Safety, Inc.•Longmont, CO

1d•Hybrid

About The Position

Intrado is looking to hire a Tier 1 Technical Support Specialist - Night Shift in our Longmont office. This role does offer a 4-10's (with 3 days off) schedule and the opportunity to work at least one-two of those days from home! The Tier I Support Specialist will be responsible for providing initial response and basic troubleshooting for customer (911 Call Center) related issues in adherence to departmental policies and procedures; take initial customer calls and provide basic support, dispatching support to Tier II, as necessary; open, track, and close all trouble tickets, ensuring issues are accurately documented; prepare and distribute a variety of metrics reports (e.g. trouble tickets), as requested by supervisor; participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks.

Requirements

High school diploma or GED required.
2+ years customer service experience required, preferably in a helpdesk environment.
Ability to work an overnight schedule required (6pm-4:30am or 8pm-6:30am)
Basic knowledge of MS Excel, Word, and Outlook required.

Nice To Haves

1-year experience in the 9-1-1 or public safety industry preferred.
Attention to detail and strong communication are key skills in this role.
Experience in 24x7 technical call center environments strongly preferred
Basic knowledge of current Windows operating systems, and UNIX/Linux preferred.
Basic understanding of computer networking or telephony networking preferred

Responsibilities

Providing initial response and basic troubleshooting for customer (911 Call Center) related issues in adherence to departmental policies and procedures
Take initial customer calls and provide basic support, dispatching support to Tier II, as necessary
Open, track, and close all trouble tickets, ensuring issues are accurately documented
Prepare and distribute a variety of metrics reports (e.g. trouble tickets), as requested by supervisor
Participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks
Troubleshooting
Managing CSC mailbox
Call handling (answering incoming calls)
Special projects
Work on issues without step-by-step instructions

Benefits

medical
dental
vision
life and disability coverage
paid time off
a 401(k) retirement plan
paid parental leave
access to a robust library of personal and professional training resources
employee discounts
critical illness
hospital indemnity
access to legal support
pet insurance
identity theft protection
an EAP (Employee Assistance Program) that includes free mental health resources/support