Technical Customer Support 1 - Temporary jobs in United States
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Intrado · 9 hours ago

Technical Customer Support 1 - Temporary

positionLongmont, CO
timeFull-time
remoteHybrid
seniorityEntry Level
money$20/hr - $25/hr
date1+ years exp

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

Information Technology & Services
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H1B Sponsor Likelynote

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!

Company

Intrado

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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.
dateFounded in 1979
location
Longmont, Colorado, US
people-size1001-5000 employees
web-link
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)

Funding

Current Stage
Late Stage

Leadership Team

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Jeff Robertson
Chief Executive Officer
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Adan K Pope
Chief Technology Officer
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Recent News

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2023-07-22
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Accomplished Public Safety Expert Lauren Kravetz Joins Intrado as VP of Government Affairs
2023-07-13
Computer Weekly
Symbio acquires Intrado Australia’s UCaaS business
2023-02-02
Company data provided by crunchbase