Technical Customer Support 1

Intrado; Longmont (CO); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid time off

401(k) retirement plan

Parental leave

Employee training resources

Job summary

Intrado is seeking a Tier 1 Technical Support Specialist on our Life & Safety team in Longmont, CO. This role provides initial response and basic troubleshooting for customer or internal issues, answers calls, and dispatches to Tier II as needed, with the option to work from home at least two days.

The ideal candidate has 2+ years of customer service, basic PC hardware and Windows knowledge, and familiarity with MS Excel, Word and Outlook.

Qualifications

• 2+ years of customer service experience, preferably in a helpdesk.
• Basic knowledge of PC hardware and Windows operating systems.
• Ability to work weekends; flexible schedules may be available.

Responsibilities

• Provide initial response and basic troubleshooting for customer or internal issues.
• Answer calls and document interactions in trouble tickets.
• Dispatch issues to Tier II and assist with knowledge base updates.

Skills

Customer service

Troubleshooting

Communication

Education

High school diploma or GED

Tools

MS Excel

MS Word

Outlook

Windows OS

Job description

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

Responsibilities/Qualifications

Intrado is looking to hire a Tier 1 Technical Support Specialist - Service Desk in our Longmont office on our Life & Safety team. This role does offer the opportunity to work at least two days from home!

The Tier I Support Specialist will be responsible for providing initial response and basic troubleshooting for customer or internal employee related issues; take initial 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.

Essential Duties

• Troubleshooting
• Password resets
• Managing service desk mailbox
• Call handling (answering incoming calls)
• Special projects to include creating and updating knowledge base articles
• Work on issues without step-by-step instructions

Education

• High school diploma or GED required.

Experience

• 2+ years customer service experience required, preferably in a helpdesk environment.
• 1-year experience in the 9-1-1 or public safety industry preferred.
• Basic knowledge of PC Hardware and Windows operating systems.
• Basic knowledge of MS Excel, Word, and Outlook required.
• Ability to work weekends Saturday OR Sunday: 8:00 am - 4:30 pm but flexible schedules available with 7, 8, 10, 12 hour shifts.

Total Rewards

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond- 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, and more! The starting salary is anticipated around $19 an hour and will be commensurate with experience.

Intrado 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. Intrado maintains a Drug Free Workplace.