Technical Customer Support 1

West Unified Communications Services (formerly known as InterCall Asia Pacific); Longmont (CO); Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life & disability insurance

401(k)

Job summary

Intrado in Longmont, CO, is hiring a Tier 1 Technical Support Specialist - Service Desk. This hybrid role offers at least two days from home and requires initial response and basic troubleshooting for customers and staff.

Responsibilities include ticketing, reporting, and contributing to knowledge base projects; weekend shifts may be required. A high school diploma is required along with 2+ years in customer service and basic IT knowledge.

Qualifications

• 2+ years of customer service experience, preferably in a helpdesk.
• 1 year in the 9-1-1 or public safety industry preferred.
• Basic knowledge of PC hardware and Windows operating systems.
• Familiarity with MS Excel, Word, and Outlook.

Responsibilities

• Provide initial response and basic troubleshooting for issues.
• Take calls, document tickets, and dispatch to Tier II as needed.
• Open, track, and close trouble tickets; report metrics as requested.
• Create and update knowledge base articles.
• Handle weekend shifts with flexible scheduling.

Skills

Customer service

Public safety knowledge

PC hardware

Windows OS

MS Office (Excel/Word/Outlook)

Education

High school diploma or GED

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.

Location & Details

• Longmont, Colorado
• Customer Experience
• Hybrid
• 4622

Job Description

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! work worth doing!

Compensation

The starting salary is anticipated around $19 an hour and will be commensurate with experience.

Equal Opportunity

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.