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.

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

About this company
LogicTree provides innovative IVR solutions for the Transit and 511 markets. Our solutions focus on connecting agencies to their customers,...