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Intrado · 3 days ago

Technical Customer Support 1 - Temporary

Longmont, CO

Full-time

Onsite

Entry Level

$20/hr - $25/hr

1+ years exp

Intrado is dedicated to saving lives and protecting communities through innovative emergency services. The Technical Customer Support 1 - Temporary role involves providing initial response and technical troubleshooting for customer-related issues, managing support tickets, and ensuring compliance with established processes.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Answer incoming calls from customers

Collect required details and ask guided questions using documented procedures

Provide basic updates to customers on issue status when appropriate

Create, update, and close support tickets with accurate, clear notes

Manage ticket queues and multiple technical support mailboxes

Work tickets to resolution within defined service level objectives (SLOs) and with a strong sense of urgency

Document actions taken and observations during troubleshooting

Perform technical troubleshooting and problem-solving using step-by-step guides and knowledge articles

Use internal tools to check system status and alarms as trained

Resolve issues independently when possible; escalate promptly when resolution cannot be achieved

Escalate urgent or high-impact issues immediately according to procedures

Follow established support processes, escalation paths, and security requirements

Maintain shared support inboxes and route requests to the appropriate team

Participate in team meetings, training sessions, shadowing opportunities, and special projects as needed

Assist with routine reporting, data entry, and metrics tracking

Support basic administrative or departmental tasks as assigned

Qualification

Technical troubleshootingCustomer service experienceSIP protocolsLinux systemsBasic networking conceptsActive DirectoryRemote supportStandard computer applicationsOperating systems

Required

High school diploma or GED required

1+ year of customer service experience required, preferably in a helpdesk environment

Working knowledge of standard computer applications and operating systems

Flexibility to work any shift in a 24x7 environment, including weekends and holidays

Preferred

Bachelors degree in Information Technology, Networking or Computer Science

Exposure to troubleshooting is a plus, including familiarity with SIP protocols, Linux systems, basic networking concepts, and active directory

Experience with remote support a plus!

Benefits

Medical

Dental

Vision

Life and disability coverage

Paid time off

A 401(k) retirement plan with company match

Flexible spending accounts

Tuition reimbursement

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

Company

Intrado

Intrado is dedicated to saving lives and protecting communities, with a mission to provide comprehensive support in preparing for, responding to, and recovering from critical events.

Founded in 1979

Longmont, Colorado, US

1001-5000 employees

https://www.intrado.com/

H1B Sponsorship

Intrado has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2022 (17)

2021 (28)

2020 (36)