Technical Customer Support 1

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Job description

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events.

Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado's solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.

Responsibilities/Qualifications

Intrado is looking to hire a Technical Customer Support 1 to join our team in Longmont.

Technical Customer Support 1 will be responsible for providing initial response and technical troubleshooting for customer related issues in adherence to departmental policies and procedures; take initial customer and PSAP calls and provide technical support, dispatching support to Tier II, as necessary; open, track, and close all trouble tickets, ensuring issues are accurately documented; prepare and distribute a variety of metrics reports (e.g. trouble tickets), as requested by supervisor; participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks.

Essential Duties:

• Answering incoming calls for a variety of customers and PSAPs
• Managing ticket queues
• Managing multiple technical support mailboxes
• Working tickets to resolution
• Technical troubleshooting
• Coordinating and leading technical troubleshooting bridges with internal and external resources
• Working issues to resolution without step-by-step instructions
• Special projects as needed

Education:

• High school diploma or GED required.

Experience:

• 1+ years customer service experience required, preferably in a helpdesk environment
• 1-year experience in the 9-1-1 or public safety industry preferred
• Basic knowledge of PC software
• Basic knowledge of MS Excel, Word, and Outlook required
• Basic understanding of computer networking or telephony networking preferred
• Flexibility to work any shift in a 24x7 environment to include weekends and holidays, work shift would be assigned after initial training period
• Shifts run from Sunday-Wednesday and Wednesday-Saturday
• Ability to work overtime, mandatory required overtime as necessary
• Ability to work a hybrid schedule in our Longmont office

Total Rewards

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond - 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, and more! Apply today to join us in work worth doing!

The starting wage for this position is anticipated between $19/hour and $22/hour and will be commensurate with experience. This position may be eligible for premium pay depending on the scheduled hours.

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