Technical Support Specialist
Intrado

Louisville, Kentucky

Posted in IT


This job has expired.

Job Info


JOB DESCRIPTION

Intrado is seeking a talented Technical Support Specialist to join our team in Louisville, KY or 100% remote in the US for the right candidate! In this role, you will be responsible for providing Tier I support to clients related to issues with assigned business unit products and services (e.g., VOC, data, etc.) while ensuring adherence to established corporate and departmental policies and procedures. Assist in identifying and resolving routine issues and researching possible causes. Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

Major Job Accountabilities

Network Operations Center Functions

  • Answer incoming client calls involving questions or issues (e.g., moves, adds, changes, service affecting issues, etc.)
  • Document all trouble tickets with clear, concise explanations in a timely manner ensuring adherence to department policies and procedures
  • Provide constant communication to clients on any/all outstanding issues
  • Resolve problems within the scope of responsibility (e.g., modify call flow, password reset, web feature modification, add/delete users, etc.), escalating to appropriate departmental staff any issues that may adversely impact the client
  • Contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client
  • Using various tools (e.g., Tivoli, etc), monitor circuits and network functions and activities for issues
  • Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved

Research Assistance

  • Document all issues thoroughly maintaining department files
  • Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
  • Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
  • Follow research through until resolution

Team Interface/Customer Service

  • Cooperate with team members to meet goals or complete tasks
  • Provide quality customer service that exceeds customer expectations and improves level of service being provided
  • Treat all internal/external customers, team members and department contacts with dignity/respect
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Qualifications

Education

  • High school diploma or GED required
  • College courses from an accredited college or university in computer science, MIS or a related field preferred

Experience

  • Minimum 1 year experience in a network operations, technical support environment or customer service role required

Technical Knowledge

  • Cisco certification (e.g., CCNA, etc) preferred
  • SSCA certification preferred

Other

  • Basic knowledge of Word and Excel required
  • Based on departmental need, may be required to work weekend or evening shifts


ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado Cloud Collaboration provides meeting, messaging and collaboration tools that allow businesses to unlock the creativity of their teams and fuel productivity as if everyone was in one room - even when team members are across the globe.

Intrado also offers Cloud PBX systems for globally distributed corporations, Cloud Contact Centers to enable technical support and remote agents supporting businesses and Hosted MPLS Networks to increase business efficiency, execution and security.

With products and services ranging from audio / video conferencing services to meeting management tools, we also provide professional services to ensure support and training at each stage - from implementation of our tools and services throughout the customer lifecycle. Intrado is the #1 global conferencing partner, Cisco Meetings partner and a Microsoft Gold Collaboration Partner.


This job has expired.

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