Tier 1 Technical Support
CallTower - South Jordan, UT

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Job Purpose:

The Tier 1 Support Technician will work as a member of the Technical Services Team within the CallTower Division of CallTower, Inc. to deliver excellent support experiences for our clients based on documented procedures. The technician is responsible for managing and supporting email and voice add, move, and change requests for CallTower clients. The technician will work collaboratively with Tier 2 support for CallTower clients.

Duties:

  • Monitor network circuit performance and open support cases immediately for resolution
  • Answer and resolve incoming call, email, and chat requests for CallTower support relating to hosted voice and data communications
  • Use company provisioning system to facilitate add, move, change, and delete requests for existing clients as needed
  • Educate clients in the use of CallTower systems and applications as related to Internet
  • Obtain general understanding of OS and application operations related to company offered services
  • Correct possible configuration issues for clients
  • Escalate support cases to Tier 2 support promptly as needed
  • Potential Night and Weekends shifts

Skills/Qualifications:
To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.

  • Must possess a strong, can-do commitment to delivering excellent customer experiences
  • Ability to empathize with customer concerns and have a focus on providing timely and accurate solutions
  • Must be punctual and dependable for assigned shift
  • Must have exceptional interpersonal and communication skills
  • Must be fluent in English (spoken and written)
  • Must have a strong desire to learn and recommend new technologies
  • Must be able to work independently and efficiently to meet deadlines in fast-paced environment
  • Be able to document and troubleshoot multiple systems
  • Industry certifications such as Cisco CCNA and or Microsoft MSCE a plus
  • Experience working with Cisco IOS a plus
  • Experience with Cisco VoIP products including IOS gateways a plus
  • Experience with solving hardware and software issues a plus
  • Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers
  • High school degree required, tech school strongly preferred, BS degree desirable

Indeed - 19 months ago - save job
About this company
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CallTower (www.calltower.com) transforms a company's voice and data communications into a strategic business tool that provides a...