Technical Support Specialist - Denver, CO
LogicTree - Denver, CO

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LogicTree is searching for an energized Technical Support Specialist to join our nimble core-team at our Denver office. You will be engaged in a open fast-paced environment with innovative technical tools, a creative technical team and a company that cares about you and their customers.

Job Purpose:
As the ‘voice of transportation’, you will provide timely technical support to clients (via phone, web based tools and email) by researching and answering questions; troubleshooting problems, maintaining databases, escalations and ticket documentation with exceptional customer care.

Key Responsibilities:
Provide troubleshooting and technical support via phone, web based tools and email.

During problem escalations, act as a liaison between clients and Technical Engineering while classifying issues into proper severity levels.

Gathering, validating and documenting information related to reported issues; determining areas of improvement, update client reference materials, issue resolution, and root causes of issues.

Training users on how to research diagnose issues using LogicTree provided tools.

Requirements:
Strong understanding of LINUX, Windows, Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.

Minimum of four years of previous technical support and thirsty to expand your current understanding of IT design and operations; proven IVR support experience.

Develop change control protocols to help improve the system(s) stability

At least two years of Telecom and Networking experience in a technical support/help desk environment; clearing cache, restarting servers and updating data elements.

Solid experience in problem analysis and escalation/resolution of software problems; innovative thinker, technical and analytical skills.

Excellent written and verbal communication, interpersonal and positive customer relationship skills.

Desired Skills:
Experience troubleshooting and correcting Jitter, Latency, and Packet loss across public or enterprise networks using network analysis tools.

Work Status: Full time Travel: Position requires 0% travel Reporting: Reports to the Director of Customer Service

LogicTree - 18 months ago - save job - block
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About this company
LogicTree provides innovative IVR solutions for the Transit and 511 markets. Our solutions focus on connecting agencies to their customers,...